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Every day, Jason Calacanis and Molly Wood cover startups, technology, markets, media, crypto, and the all the hottest topics in business and tech. They also interview the world’s greatest founders, operators, investors and innovators.
Does Customer Effort Score Trump Net Promoter Score?
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Matt Dixon makes a compelling case in his book, The Effortless Experience, that the popular Net Promoter Score (NPS) is nowhere near as useful as it claims to be. When Bain & Co. introduced the NPS score they called the question “Would you refer us to a friend” the “ultimate question”; the only one you…
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