[trynewideas]

Agreed. The first line of the article says specifically for "companies and their investors to stop using Net Promoter Score (NPS) as a KPI", and NPS doesn't provide a measurement that directly supports specific actionable steps; KPIs are supposed to be about planning for actionable, measurable steps toward a clear business outcome.

(And I have plenty of opinions on how useless KPIs have been in practice for me and the places/teams I've worked. They're hard to get right unless everyone in management is on the same page about what a clearly defined business goal is, and what an actionable step is, and what a strong metric for determining whether the action met the goal is.)