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Noam Segal | Garbage metrics: the case against NPS | #44
Manage episode 440584708 series 3343020
Content provided by UXtweak. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UXtweak or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
Noam discusses why NPS is a flawed metric and why companies should stop using it. He explains the issues with NPS from a survey science perspective and suggests better alternatives for measuring customer satisfaction and engagement.
🔎 Do you want to know more? Check out this episode at:
https://www.uxtweak.com/podcast/noam-segal-nps-the-garbage-metrics/
Episode highlights
- 00:01:36 – Noam’s background
- 00:07:07 – Introduction to NPS flaws
- 00:16:10 – Creation of npsistheworst.com
- 00:19:59 – Alternatives to NPS
- 00:23:26 – Focus on custom KPIs over NPS
- 00:31:33 – UX researchers’ role in metrics and ethics
- 00:34:30 – Noam’s closing thoughts
About our guest Noam Segal
Noam Segal is a UX leader with experience at companies like Airbnb, Intercom, Wealthfront, X, and Meta. He’s currently Senior Research Manager at Upwork and founder of The Disruptive Coach, offering career coaching and resources for tech professionals. He helps individuals and teams grow, and has taught at Stanford and Harvard, as well as spoken at major industry conferences like UXRConf and Quant UX Con.
🔎 Where to follow Noam
About this podcast:
Welcome to UX Research Geeks, where Tina Ličková, a researcher and strategist, talks with researchers from around the globe about topics that matter to them.
🐝 Brought to you by UXtweak, an all-in-one UX research software. Start your research for free at: https://www.uxtweak.com/ 👈
🐝 Where to Follow UXtweak:
57 episodes
Share
Manage episode 440584708 series 3343020
Content provided by UXtweak. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UXtweak or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.
Noam discusses why NPS is a flawed metric and why companies should stop using it. He explains the issues with NPS from a survey science perspective and suggests better alternatives for measuring customer satisfaction and engagement.
🔎 Do you want to know more? Check out this episode at:
https://www.uxtweak.com/podcast/noam-segal-nps-the-garbage-metrics/
Episode highlights
- 00:01:36 – Noam’s background
- 00:07:07 – Introduction to NPS flaws
- 00:16:10 – Creation of npsistheworst.com
- 00:19:59 – Alternatives to NPS
- 00:23:26 – Focus on custom KPIs over NPS
- 00:31:33 – UX researchers’ role in metrics and ethics
- 00:34:30 – Noam’s closing thoughts
About our guest Noam Segal
Noam Segal is a UX leader with experience at companies like Airbnb, Intercom, Wealthfront, X, and Meta. He’s currently Senior Research Manager at Upwork and founder of The Disruptive Coach, offering career coaching and resources for tech professionals. He helps individuals and teams grow, and has taught at Stanford and Harvard, as well as spoken at major industry conferences like UXRConf and Quant UX Con.
🔎 Where to follow Noam
About this podcast:
Welcome to UX Research Geeks, where Tina Ličková, a researcher and strategist, talks with researchers from around the globe about topics that matter to them.
🐝 Brought to you by UXtweak, an all-in-one UX research software. Start your research for free at: https://www.uxtweak.com/ 👈
🐝 Where to Follow UXtweak:
57 episodes
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continue reading
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Go offline with the Player FM app!
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