Noam Segal | Garbage metrics: the case against NPS | #44

UX Research Geeks

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

LinkedIn / Rosenfeld

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.

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