I had the pleasure of interviewing Grigore Raileanu, CEO of Retently, about NPS on all burning questions, best practices and hate the metric has gotten.

The interview covers aspects such as:

1) Why the actual NPS number is irrelevant

2) How to use it in order to reduce churn, increase MRR and do customer development.

3) Why NPS benchmarks won't work

4) How to handle Detractors and Passives and why the first are more likely to become your future advocates

I personally learned a lot from this interview, so I am sure you will find great value in it, whether you run a SaaS or not.