AI Snips
Chapters
Transcript
Episode notes
Survivor Bias Inflates NPS Over Time
- NPS naturally improves over time because unhappy customers churn away, biasing the remaining sample.
- That self‑selection makes NPS a self‑correcting but misleading indicator of product health.
The NPS Scale Enables Easy Gaming
- The NPS scale (0–10) and thresholds (9–10 promoters) enable easy gaming and misleading presentation.
- Visual tricks like color‑coding push respondents toward 'promoter' answers without improving product outcomes.
Honey‑Pot Surveys Favor Positive Respondents
- App developers ask satisfied users to leave public reviews and hide the survey from unhappy users.
- Companies use the same honey‑pot tactic with NPS to collect only positive responses.