I love this so much, Elena. We've used Sean's framework and I love this evolved concept even more. Thank you for taking the time to write it up and share it.
Thank you for the steal-able framework, Elena! I always struggle with customer satisfaction benchmarks and tracking it over time. I’m curious to learn how Lovable continues to evolve this metric as you grow
once heard (or read) you saying that distribution is the new moat! it’s great seeing you working so hard towards making, finding and protecting the promoters for Lovable, even building metrics to keep a track on the influence of the initiatives
Love this! I just wrote about this topic last week and I think there is a lot to research on lovability, and rich qual data can reveal really interesting info about users’ emotions
Im not quite sure however how you have set up the "7 days after signup for a customer" in posthogs survey tool. I thought about using a cohort but i saw those used by the survey tool are static.
Hey! Thanks for the blog - really appreciate the framework.
Do you randomise it at a user level on who gets what survey? Or does every X day you trigger one of them. Just wanted to know how does it work at a customer level. Again appreciate all the insights.
Ugh, love this! Quick question; that’s a few hoops to jump through for a user in order to quantity LUV (multiple questions to answer).
👉Do you know what your drop off rate, or conversely, engagement rate is, and are there any considerations here in how much due weight to give a system like this if implementing it?
This is an awesome framework for capturing the qualitative signal and I could not agree more on including the one and only PMF metric. Looks like you have it dialed in for new users. Wondering about your thoughts on surveying the existing users based on tenure or reaching certain milestones.
I love this so much, Elena. We've used Sean's framework and I love this evolved concept even more. Thank you for taking the time to write it up and share it.
I've never seen these satisfaction metrics combined like this, cool idea!
Thank you for the steal-able framework, Elena! I always struggle with customer satisfaction benchmarks and tracking it over time. I’m curious to learn how Lovable continues to evolve this metric as you grow
once heard (or read) you saying that distribution is the new moat! it’s great seeing you working so hard towards making, finding and protecting the promoters for Lovable, even building metrics to keep a track on the influence of the initiatives
Love this! I just wrote about this topic last week and I think there is a lot to research on lovability, and rich qual data can reveal really interesting info about users’ emotions
https://andreeadalialazar.substack.com/p/mlp-is-the-new-standard-and-our-research?r=6rpv0n&utm_medium=ios
great article, i implemented it right away.
Im not quite sure however how you have set up the "7 days after signup for a customer" in posthogs survey tool. I thought about using a cohort but i saw those used by the survey tool are static.
Could you maybe explain how you did that?
Very helpful! is NPS 60+ the raw score of "% promoters minus % detractors, on a -100 to +100 scale" or is it somehow also normalized to 100?
Thanks for sharing this, I really like the idea of protecting a Lovable Score instead of just optimizing growth metrics.
Would you adjust the weighting differently for B2B/Enterprise where switching costs can really mask weak attachment signals?
Thanks! Great article and probably will test this soon.
Hey! Thanks for the blog - really appreciate the framework.
Do you randomise it at a user level on who gets what survey? Or does every X day you trigger one of them. Just wanted to know how does it work at a customer level. Again appreciate all the insights.
Ugh, love this! Quick question; that’s a few hoops to jump through for a user in order to quantity LUV (multiple questions to answer).
👉Do you know what your drop off rate, or conversely, engagement rate is, and are there any considerations here in how much due weight to give a system like this if implementing it?
This is an awesome framework for capturing the qualitative signal and I could not agree more on including the one and only PMF metric. Looks like you have it dialed in for new users. Wondering about your thoughts on surveying the existing users based on tenure or reaching certain milestones.