Been tracking NPS for months but feels like a vanity metric at this point.
Getting decent scores but can’t figure out what actions to take from the data.
How do you actually make NPS useful for product decisions and growth?
The follow-up question is everything. Don’t just ask for the 0-10 rating.
I always add “What’s the main reason for your score?” right after. That’s where you’ll find the real insights.
Tested this on a meditation app - promoters loved the sleep stories, detractors hated the buggy notifications. We fixed notifications first, then created more sleep content.
NPS jumped from 42 to 58 in three months, but retention improved 23%. The score means nothing if you don’t act on the feedback behind it.
Break down scores by feature or user journey step. Makes it way easier to spot what needs fixing.
Break down your NPS by user segments - don’t just look at the overall score. New users vs power users will give you totally different feedback.
I time my surveys right after key moments like finishing onboarding or buying something. You’ll get way better feedback when it’s fresh in their minds.
Honestly, the comment patterns tell you more about what to fix than the actual numbers do.
Include churned users in your NPS surveys. Ignoring them can give you inflated scores. I survey three groups: new users at one week, retained users at three months, and churned users when they leave. The churned group reveals what hurts retention. Additionally, analyze by acquisition channel. Users from organic search often score differently than those from paid social. If a channel consistently harms your NPS, adjust the messaging or eliminate it.
Stop surveying everyone. Only ask users who actually engaged recently.