I’ve been monitoring the standard NPS for a while now, but I sense there’s more beneath the surface.
I’m looking for calculation methods that might help uncover actual trends in user behavior and churn risk, rather than just relying on the typical score.
Track trends between surveys, not just individual scores. I monitor how people shift from promoter to passive or detractor over time.
Users dropping from 9 to 7 usually churn within 60 days. We now flag these drops and reach out before they leave.
Check NPS against actual usage data too. We had users rating us 8-9 who barely opened the app. Their behavior predicted churn way better than survey responses.
We break down NPS by traffic source. Ad users typically rate us differently than organic visitors.
Skip the overall NPS score - break it down by lifetime value and how often people use your product.
I track different groups separately: new vs returning users, free vs paid customers. Shows you exactly which segments are struggling and what features are breaking.
Don’t forget to check the gap between your promoters and detractors in each group.
Don’t just track overall NPS - break it down by customer journey stages. I measure onboarding week 1, month 1, month 3, and beyond separately. This shows you exactly when people turn sour. NPS tanks after week 2? Your onboarding sucks. Drops at month 3? You’ve got retention issues. Here’s another trick: track how fast people respond to your NPS surveys. Slow responses mean they’re already checking out before they even give you the bad score.
Ask users why they gave that score