NPS & Customer Satisfaction
14 min
NPS is a leading indicator of revenue. Visualize it segmented, not as one number.
NPS Framework
- Promoters (9-10) − Detractors (0-6) = NPS
- Segment by: product, geography, cohort
- Correlate with churn and expansion
- Benchmark: world-class = 50+
NPS Distribution by Customer Segment