NPS is an awful, useless Metric for product teams.

They aren't on the same level.

You can absolutely love a product, and even recommend it but hate individual features about it.

The final number doesn't 'mean' anything. What should I do with an NPS of 40? Use the CES (Customer Effort Score) instead:

A practical way to think about the NPS vs. CES

1. Asking hypothetical questions (Would you recommend...) are inherently risky for predictabili…