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The Net Promoter Score (NPS) takes into account various aspects of user experience. It considers every interaction a customer has with the product, including customer service and sales. It also takes into account the appearance of online ads and their legal terms of service. The goal is to have a holistic view of the user experience.
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Bill Macaitis, Chief Marketing Officer of Slack, uses Net Promoter Score to improve every single interaction prospective and existing customers have with the Slack product, putting extra emphasis on a holistic view of user experience (UX), which means taking into account not only customer service and sales but also, for example, the appearance of online ads and their legal terms of service.
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The Net Promoter Score (NPS) is the defacto KPI for any product that is customer-centric. Your NPS can make your Kano Diagram more accurate. Save hour...
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