Net Promoter Score

Net Promoter Score (NPS) is a metric that measures customer loyalty and satisfaction by asking users how likely they are to recommend a product, service, or brand to others. It plays a significant role in both Design Thinking and Growth Hacking, as it provides actionable insights into user sentiment and helps guide strategies to improve user experiences and drive growth.

In Design Thinking:

• Evaluating User Satisfaction: NPS is used during the Testing stage to measure how well a product or service meets user needs and expectations, offering a quantitative way to assess the success of a design.
• Identifying Pain Points: The feedback associated with NPS responses provides insights into what users value and what aspects of the experience need improvement, helping design teams refine their solutions.
• Fostering User Loyalty: By focusing on improving NPS, design teams prioritise enhancements that create more meaningful and satisfying user experiences.

In Growth Hacking:

• Tracking Customer Sentiment: NPS helps growth teams monitor customer sentiment over time, identifying trends that may indicate opportunities for growth or areas of concern.
• Driving Advocacy: Users who score highly on the NPS scale (promoters) are more likely to recommend the product or service, creating organic growth through word-of-mouth.
• Segmenting Users for Action: Growth hackers use NPS data to segment users into promoters, passives, and detractors, tailoring strategies to retain loyal users, engage neutral ones, and win back dissatisfied customers.

Examples of Application:

• In Design Thinking: Measuring NPS for a redesigned mobile banking app, discovering that users appreciate its ease of use but feel security features could be more transparent, prompting a targeted redesign.
• In Growth Hacking: Analysing NPS for a subscription-based service and launching a referral programme to encourage promoters to bring in new customers, while offering incentives to detractors to improve their satisfaction.

Net Promoter Score is a valuable metric in both Design Thinking and Growth Hacking, offering a straightforward and actionable way to gauge user satisfaction and loyalty. By leveraging NPS insights, teams can make user-centred improvements, foster advocacy, and optimise strategies for sustained growth and success.