Saw this LinkedIn post by Vitaly. Made me curious, who’s using NPS as their main driver for feedback these days?
I personally haven’t seen them around. It’s been a minute!
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Agreed, I haven’t seen many NPS surveys pop up on sites recently. My hunch is that these were stood up to give the impression that teams are data-driven through customer feedback, but if no one actually owns the data or drives decisions, then it’s just another cost for your org that doesn’t lead to actual value.
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Truthfully, I think this is happening with more than just NPS. haha a strong statement here, my friend!
@MoData , I think you’re hitting the nail on the head
I just joined my company 6 months ago and NPS is a top Product Org metric. It’s a metric executives are very familiar with which makes it valuable to them. It’s also built into Pendo, which we use to analyze other top metrics (Customer Effort Score in-app, etc.) and journeys in-app. We have 9,000 nonprofits as customers and they’re quite vocal and engaged with it. We have an NPS score for each product, which is then rolled up into a main NPS score for the entire suite.
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My first time hearing about Pendo, very cool. I love to see someone leveraging it!
Do you have any specific examples of where it led to product improvements @stephanie_haworth?
@stephanie_haworth love this example! Glad to hear NPS is still alive and well for some companies. Considering your team is a believer in NPS, I’m curious what you think about our Loyalty metric and formula, which is derived from NPS: Loyalty UX Metric: Redesign done right? Loyalty tells the truth
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This is great Stephanie!
“It’s a metric executives are very familiar with which makes it valuable to them”
Would you say this is more valuable to the business or user problem space?
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I haven’t seen one of those NPS holy war threads pop up in awhile. Worth a check in.
Gartner had predicted 75% of orgs would abandon NPS as a measure of customer service and support by 2025.
“NPS is one of the most common key performance indicators (KPIs) globally, but it consistently fails to provide actionable insight for customer service and support leaders,”
I dont’ have access to this direct link, but this article seems relevant:
In CMSWire’s 2025 State of the Digital Customer Experience report, NPS didn’t disappear, but it fell sharply in priority. It moved from the second-most popular metric in 2023 to eighth place in 2024. Teams with less mature toolsets were actually more likely to use NPS (43%) than teams with stronger, more effective systems (30%). That paints a picture of a metric that persists, but mostly where teams lack better alternatives.
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The last couple feedback prompts I received recently were CSAT, which is a welcome shift.
Asking if I would recommend your company makes far less sense after onboarding than asking how I would rate my experience.
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Makes sense with the grumbles I’ve heard from many teams about NPS over the last couple years. So what is now the new most popular metric to measure web design experience?
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