Show notes

“NPS is the KFC of satisfaction scores – it’s everywhere and not good for you”. Jared Spool isn’t a fan of Net Promoter Scores. They are a poor metric, weirdly calculated and easily gamed. Jared says we need to stop using NPS and pay attention, proper attention to our customers.

We also talk the myth of 5-8 participants for usability testing and how we, as an industry, are poor are communicating to organisations the value of what we do.

(Listening time: 35 minutes, transcript)