The proof is always what you want to get out. To me it always failed to get an actionable insight.
It's also not very valuable in executive meetings where we just slap meetings around each others faces because you don't know how other companies are measuring it.
There is some limited value around fluctuations in the NPS but even that only is useful as a general metric to look at business performance but it's not actionable.
If you have a tight grip on user engagement metrics you know way before the NPS whether something is wrong in your core product.
Agreed that both can be used depending on what you want to measure. CES makes sense if you want to measure specific feature or process (for example, application form). While NPS just let's you know if someone liked your product in general.
Doesn't they measure 2 different things?
In the end, it depends on what you want to tackle in my opinion / or what you are looking for.
The proof is always what you want to get out. To me it always failed to get an actionable insight.
It's also not very valuable in executive meetings where we just slap meetings around each others faces because you don't know how other companies are measuring it.
There is some limited value around fluctuations in the NPS but even that only is useful as a general metric to look at business performance but it's not actionable.
If you have a tight grip on user engagement metrics you know way before the NPS whether something is wrong in your core product.
thanks for the reply :)
and per the last part regarding user engagement - that's actually very true.
Agreed that both can be used depending on what you want to measure. CES makes sense if you want to measure specific feature or process (for example, application form). While NPS just let's you know if someone liked your product in general.
@lilit The problem is always, ok you know that now, what do you "do" with it?