Net Promoter Score. It’s like a middle child: everyone loves having it, but it sort of ends up having to take care of itself. As a measure of customer satisfaction, NPS is probably the most ubiquitous of methods, and one that we have come to recognize and appreciate. But too often, organizations deploy it and forget about it. The fact is, NPS can be an incredibly powerful tool for identifying problem areas in your product, and for figuring out which customers are at risk to churn. But if you want to translate it to actual insights, someone needs to own it.
In this week’s poll, we saw our first 50/50 split, or more accurately, 47/47. 47% of you believed that Product should own NPS, while the other 47% believe that it should be Customer Success. The remaining six percent voted for “someone else.” Our debaters, while in disagreement on the ownership question, do agree on the fact that NPS is an opportunity that should be seized, not a burden.
What do you think? Who owns NPS in your organization?