{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"The Revenue Formula","title":"NPS Sucks","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/8001fa81\"></iframe>","width":"100%","height":180,"duration":1872,"description":"Net promoter score is terrible - it's become useless for SaaS. We discuss the problems with it, and how to fix it.Also mentioned in this episode:Earned Growth Rate from HBRNPS isn't a leading indicator of churn from GainsightPS: NPS was developed in the 90s by Bain & Co -- before SaaS really came around.","thumbnail_url":"https://img.transistorcdn.com/DMuhghEJZ17WlhyvrXuoNBnVHDhg7E0UEG1sgnQmrd8/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9kODRm/NDY3YzYxZDcxYWRj/ODc5NmJmYmIxMzk5/OGJhNy5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}