Sure. But that’s not the question we’re being asked.
We ask respondents, “How likely are you going to recommend <BRAND> to a friend or colleague?”
Maybe you had a bad experience with the most recent purchase or touch point. But will that change you think you might recommendations in the future?
In that case, what is the difference between a 3/5 and a 0/5? I think pretty important. One is a disaster. The other is a maybe.