The NPS is truly stupid and I’ll show you why

I want to rebrand NPS to "Numerically Pointless Score."

The background.

Last week, while using the email marketing platform Klaviyo, a pop-up prompted me to rate my likelihood to recommend Klaviyo on a 0-10 scale.

It looked like this:
 

Q1: How likely are you to recommend Klaviyo to a friend or colleague?

• 0 Not likely
• 1
• 2
• 3
• 4
• 5
• 6
• 7
• 8
• 9
• 10 Very likely
 

Q2: Why?

___________________.
 

I didn’t respond because recommending Klaviyo proactively or ex nihilo is just not something I go around doing.

However, I have mentioned Klaviyo when answering application-specific questions such as “Has anyone ever used Klaviyo to…” or “I’m trying to create a segment that…”.

The pop-up appeared while I was trying to segment customers by duration from their initial product page view to purchase – a task I thought would be easy but found annoyingly hard.

I Googled, emailed a friend, and posed the question in a Slack group.

It struck me that with a few changes, the pop-up could have made sharing my question with Klaviyo directly much easier, transforming a basic NPS survey into a tool for collecting the questions users typically ask outside of the platform.

For instance:

Q1: Are you trying to answer a question about your list but struggling to figure out how?

• Yes
• No

Q2: What’s the question?
Only for respondents who select “Yes” in Q1.
 ___________________.
 

Good survey questions, like effective messaging, should resonate with the goals and struggles of your audience.

In this case, the pop-up didn't align with my goals, leading to my non-response and Klaviyo missing potentially valuable feedback.

Finding language that links a user’s needs with the products or services designed to solve those needs is at the heart of my $45 Survey Roasts.

If that link is something you’re struggling to forge, then consider booking a Roast.

Just click on the link below.

I’d love to help.

https://www.sammcnerney.com/45-dollar-survey-roast

Cheers,
Sam