Changed how we segment users in our NPS calculation last month.
Turns out we were missing a huge chunk of neutral users who actually convert better than promoters.
Anyone else found their NPS methodology was off?
NPS misses the mark. Real value is in user action.
NPS can mislead app developers. Focusing on the score itself is less effective than understanding user behavior. Detractors who engage daily add more value than promoters who drop off early. Segment your users by their actions first, then survey those segments. Metrics like revenue per user and retention rates provide clearer insights than mere satisfaction scores.
Had the same realization with a travel app two years back. We were chasing high NPS numbers but our retention was still terrible.
Started looking at user journey data instead of just the survey responses. Found that people who rated us 6-7 actually used the app way more than our 9-10 raters.
The high scorers would give us praise then disappear after a week. The neutral ones kept coming back and eventually upgraded to premium.
Now I barely look at the NPS score itself. Just use the feedback to find patterns in how different user types actually behave in the app.
Traditional NPS segments don’t always help. We found that passive users are often our biggest spenders.
Now I analyze survey responses with purchase data and app usage patterns. High NPS scores don’t guarantee revenue for our app.
Behavioral insights reveal more about potential paying users than satisfaction scores.
NPS doesn’t always reflect user value. Focus on real engagement, not just survey responses.