Author: Niraj Ranjan

Customer satisfaction metrics have been a north star. But as any SaaS CEO will tell you, satisfaction is a fleeting and sometimes deceiving metric. It’s one thing for a customer to say they’re happy in a survey; it’s another for their behaviour to reflect that sentiment. Then the Net Promoter Score (NPS) entered the scene. It promised a peek into the future through its core question: “How likely is it that you would recommend our company to a friend or colleague?” NPS was a step forward, no doubt. It helped businesses segment customers into promoters, passives, and detractors, which was…