The Learners Podcast Research: Defending NPS with Lucas Puente
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Nov 22, 2024 Lucas Puente, VP of Research at Slack and former Chief Economist at Thumbtack, dives into the world of user research. He discusses the crucial role of surveys in understanding consumer behavior and marketplace dynamics. Lucas passionately defends the Net Promoter Score as a vital metric, shedding light on its strengths and weaknesses. He also explores how Slack uses data-driven insights to shape product strategy in the evolving work landscape and touches on the exciting potential of synthetic data while emphasizing careful research design.
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Thumbtack Surveys Revealed Provider Capacity
- Lucas described joining Thumbtack early and using heavy surveying to learn unobservable facts about small-business providers.
- He surveyed providers to learn business size and capacity, which informed marketplace supply-demand equilibrium decisions.
Align Research To Leadership's Biggest Questions
- Research should answer leadership's top questions to influence product strategy and roadmap.
- At Slack Lucas targets big-picture questions like how work is changing and ties findings to product, marketing, and sales use cases.
When NPS Actually Maps To Business Outcomes
- Lucas defends using NPS at Slack because stakeholders understand it and it correlates with core business outcomes.
- For Slack, NPS tracks upgrades, invitations, feature usage and retention, so it maps to tangible business metrics.