For those that use NPS scores from their users, do you segment their users based on cohort, eg all users X months post sign up vs all users on a certain date?

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We did it by date

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All users on a certain date.

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We've tried a few different things over the years. They're all problematic in one way or another.

What’s your thought on segmenting on sign up date?

All users. The goal is not a high score, the goal is getting the insights you need to make the right changes. I find the free text followup in our NPS more valuable than the score itself.

Everyone's situation is different and you should do what you derive value from. If that value is we see an opportunity to increase our stickiness with new customers, then what you describe works well and you can track against that. My point is that if you're trying to engineer a higher NPS by removing a problematic segment, then that's the wrong way of using it.

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