Been tracking NPS for our mobile app for two years now. The scores look decent but retention tells a different story.
Starting to wonder if we’re chasing the wrong numbers here. What matters more for actual growth?
NPS helps, but you need to look at it alongside other metrics. We track it but focus more on daily active users.
NPS feels good but revenue growth feels better.
NPS is mostly vanity metrics. It captures one moment’s feeling, not real value. I’ve seen apps with awful NPS but solid LTV - they fixed actual problems. Users complained about the UI but kept paying and using it every day. Focus on usage frequency and payment conversion instead. Someone opening your app 20 times monthly while rating you a 6 beats someone giving you a 10 then vanishing. Best metric? Simple: do they keep using it and do they pay?
NPS is pretty misleading if you’re not careful. I’ve seen apps with high NPS scores but awful retention because people answer surveys when they’re happy, then never use the app again.
Cohort retention and revenue per user actually moved the needle for us. These metrics showed which features kept people engaged long-term, not just what made them feel good about rating us.
I still check NPS but only with behavior data. If someone gives you a 9 but hasn’t opened the app in 3 weeks, that feedback’s useless for growth decisions.
This video breaks down better metrics for measuring actual retention:
Focus on what people do, not what they say they’ll do. That’s where real growth insights come from.
NPS works when you segment by user behavior - don’t just take raw scores at face value.
I only look at NPS from users who’ve stuck around 30+ days and bought something. Their feedback actually drives growth.
Everyone else is just noise that’ll distract you from building what matters.