NPS
Also known as: Net Promoter Score
Net Promoter Score: a survey metric that asks users how likely they are to recommend a product, often criticized for measuring satisfaction rather than progress.
NPS (Net Promoter Score) asks users: "How likely are you to recommend this product to a friend or colleague?" on a 0-10 scale. Promoters (9-10) are subtracted from detractors (0-6) to produce a score from -100 to 100. In JTBDUX, NPS is viewed with skepticism: it measures satisfaction and willingness to advocate, not whether the user is making progress. A user can give a high NPS while actively looking for a replacement because the product isn't helping them advance. JTBDUX prefers progress-based metrics like Job Completion Rate and Time to Outcome over satisfaction metrics like NPS.