Been tracking NPS for months but honestly not sure if the scores actually translate to anything useful for growth.
Some people swear by it, others say it’s just vanity metrics. What’s been your experience turning NPS feedback into actual product changes that moved the needle?
Skip the surveys. Just watch what users actually do instead.
NPS is useful when you focus on user behavior rather than the score alone. I analyze which features promoters engage with the most. For detractors, I look into their usage patterns to identify pain points. The real insight comes from linking feedback to user actions. A user rating you a 3 while rarely using key features shows different insights than one who is highly engaged but still rates you a 3.
The score is not that important. What really matters are the comments. I look closely at what detractors dislike and what promoters appreciate. Then, I make small changes based on those insights. Finding common issues to address is what counts.
We run NPS surveys but mostly ignore the number. The written feedback helps us spot bugs we missed though.