[meelford]

Background: I have designed and implemented NPS feedback systems in several companies.

I noticed that people are concerned about this when it was not implemented correctly, i.e. as a complimentary question in the long questionnaire or as a follow-up question at the end of the journey.

The NPS collection mechanic has many advantages:

1. The mental entry point for the user is very low - just 1 question.

2. It is very useful to track user feedback over their lifetime (ask every 6 months) and actively resolve issues if NPS shows it.

3. Another great thing is not a numerical feedback, but a written answer that gives a lot of really useful ideas for improvement.

4. And finally, you don't need any specific context to show the question, so it can be embedded in almost any stage of the user experience.

[timkam]

Agree, the NPS aggregation is mostly BS, but getting a signal from median/mean, e.g. by comparing trends across some dimension, and reading complimentary feedback is quite useful.