I get an overwhelming sense of grief and anger when I see the Net Promoter Score (NPS) being used as a beacon of light for companies. I have heard so many people praising the NPS, and using it as a legitimate way to measure customer satisfaction and success of a company.
In fact, sometimes, it is used as the only way to measure these metrics. But, I really believe, the NPS should not be the basis of making critical decisions.
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