Awesome article. While I am still pretty new to UX design, I have worked in IT support and quality assurance. I have run into too much reliance on NPS data.

Even suggesting a change to the style of the questions in order to better reflect the current state of the business was met with a resounding NO because "It's how our yearly survey has always been".

Over reliance on tools. I didn't quite get what their fixation was. Now I do!

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