Hey Gibson, thanks for your feedback. You are correct, it is from 0–10 and in the haste of writing this quickly I didn’t edit myself, but I will surely do so now. That still, however, does not discount that there are several issues with NPS:

• It is not statisically correct (you can refer to the links I included)
• It puts the pressure on the customer to do something for you, as opposed to focusing on how you can help the customer
• It it not objective, can be gamed, and is widely used incorrectly (you can refer to the section about what it fails to consider)

You can’t sum up experience to a single number in time, mind you, even if you used CXS in the same manner it would fail. Product adoption, growth and engagement happen beyond just the experiences any given application can offer. It’s about the relationships, education, and community you can deliver to a customer to support them through their journey. Netflix actually does this quite well through their social media, which I thoroughly enjoy.

While I entirely respect some people like using NPS and find it useful, I’m trying to provide some perspective and new ways to approach a problem.