A Surprising Truth
If you think NPS is the gold standard for product-market fit, it's time to rethink that. The real signals of product traction are often hidden in the noise — unprompted evangelism, edge-case complaints, and re-engagement after churn. These are the indicators that tell me whether we're just another app or something people can't stop talking about.
The Context Behind the Signals
In a market where 82% of consumers have at least one rewards credit card, and 90% say they value rewards programs, the competition is fierce (American Bankers Association). Yet, even as issuers innovate, they often miss the mark on what truly resonates with users. For instance, recent shifts in lounge access policies have led to consumer dissatisfaction, highlighting that perceived value can vanish overnight. When Chase and Amex increased annual fees and tightened access, complaints surged — not just about the cost but about the loss of experience. This is a classic case of edge-case complaints indicating a deeper issue with customer sentiment.
What I’m Learning as a Founder
At SuperPay, we’re building a platform that aims to cut through the clutter of credit card rewards. Our focus is on understanding the nuances of user behavior. Unprompted evangelism, where users share their experiences without any incentive, is a beacon for us. It signals genuine attachment to the product. I’ve noticed that when users reach out after a churn event, often expressing a desire to come back, it’s a strong indication that they found genuine value in what we offer. We’re betting on these signals to steer our product development, ensuring we're not just another app in a crowded space.
The Call to Action
As we navigate the evolving landscape of fintech, let’s shift our focus from traditional metrics like NPS to these more nuanced signals. For investors and industry leaders, this means paying attention to the stories behind user behavior. Are users advocating for your product organically? Are they expressing concerns that reveal deeper insights? These are the true markers of product-market fit that will drive sustainable growth in our industry. Let’s disrupt the norms and focus on what really matters — the voices of the users.