[hakfoo]

One of the most common contexts for NPS scoring is giving them to direct retail customers as a phone/email followup survey. This is the most dangerous context for it, because a customer who isn't familiar with the system, is sort of primed to have the wrong expectations.

They're thinking in terms of "how satisfied was I", which is a different scale entirely with "would you recommend the product". But the NPS question, even when explicitly explained, reads close enough that they'll answer it with the "how satisfied am I" answer,

NPS might have worked in a context of a professionally proctored focus group where everyone understood the question and discussed it, but I'm worried you're losing a lot of information when you turn it to one digit on a keypad.