Customers hold companies to a much higher standard than the companies hold themselves to. While companies strive to be number one and believe they are successful in the eyes of the consumer, the customer has a different viewpoint when surveyed. Companies do not seem to be realistically viewing their companies in the same light as consumers do.
- NPS is the percentage of customers who are promoters minus the percentage who are detractors. Generally, a net promoter score greater than zero is good, and a score greater than 50 is excellent.
- The eNPS score, however, tells a different story. That’s the metric that measures team happiness. It comes from surveying your employees about how likely they are to recommend your company as a place to work, on a scale of 1-10.
- Product managers and customer support team members may already be plenty familiar with how customers feel, because they’re closest to customer feedback and survey data.
“We need to be vigilant, in other words, about not drifting into complacency. A lack of humility can burn you, especially as you scale.”