Net Promoter Score (NPS) surveys are an outstanding way to gather qualitative feedback from your customer base. But it’s dangerous to assume that any variable is predictive until it is proven to be so. And to use NPS as a predictor of churn or up-sell you need a sizable chunk of data.
An intriguing customer success debate has erupted – when predicting customer health should judgmental and predictive metrics be mixed together? Preact bellows an emphatic “No”!