It just is. Net Promoter Score (NPS) is everywhere because it’s simple: a single number that looks great on dashboards. But that’s exactly the problem. NPS asks only “Would you recommend us?” and ignores the “why?”. A low score could mean bad pricing, clunky UX, or poor support; you’ll never know. It also reduces people into neat buckets: promoters, passives, detractors. Reality is far messier. Worst of all, teams end up chasing vanity bumps in NPS instead of fixing real problems.
If you want true customer insight, ditch the number and listen to what people are actually telling you.
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