Happy Monday CXCers! Welcome to the newsletter, in this edition…

• NPS: A discussion of the benefits and drawbacks of this pivotal metric, summarized from our monthly meeting.

• The Great Migration: We’re on Slack now, join us!

• CXC in Phoenix: See you in person on May 10th

More than a Net Promoter Score…

We had a lively discussion during the CXC monthly meeting about NPS and the limitation of this standard score.

• Relying solely on NPS for understanding customer feedback has potential drawbacks. NPS provides a metric, but it may not capture the deep understanding of what customers are thinking, the qualitative data.

• NPS may tend to elevate the sentiment of detractors or pull focus and resources to address detractors. Meanwhile, ‘passives’ (those who give a score of 7 or 8) may be worth spending more time on as they could actually provide valuable, actionable feedback (rather than a less-actionable diatribe of complaints from a detractor). Relying solely on NPS to create your roadmap may miss out on valuable, qualitative insights.

• Company size can also influence collection of NPS and resulting roadmaps. For example, larger companies may need to consider segmenting their customer base to ensure representative feedback.

What do you think? Have more to add to the conversation? Share your experience in the Slack channel #nps-scores

Join us at the next monthly meeting for even more CX discussions.

What’s all this about Slack?

We’ve officially migrated from WhatsApp to Slack! Join using this magic link. Send a message to Marissa once you’ve made it to the other side ❤️ 

Also, be sure to check out the new posts in #job-posting-and-seeking

Coming to a city near you, CXC goes local! First up, Phoenix.

Huge thanks to member Annie Murphy for stepping up to host a local event in Phoenix on Friday May 10th from 6-8PM at O.H.S.O. Brewery- Gilbert 335 N Gilbert Rd #102 · Gilbert, AZ

RSVP today and we hope to see the whole Phoenix crew there!

Want to host a local CXC event in your area? We’d love to help. CXC will run the marketing and logistics, you help decide the venue and then you get to just show up! Learn more here and let us know if you’re interested here.

That’s all for now, see you on the internet (or in person, Phoenix, looking at you)!

Marissa Mann and Kristin DeMar
CXC Community Management Team