Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)
Jared M. Spool

“How likely” you would recommend something has always struck me as the wrong question to ask on a scaled question, especially when 0 means “Not at all likely.” Because anything above zero means there is a possibility of a recommendation.

In my research experience and my own personal experience the middle value on the scale is usually interpreted as neutral. Questions like “How likely” tend to be very confusing versus a version where 0 is something like “Very likely to advise against,” which fits better with the notion of retraction.

I agree NPS is nonsense. A zero could mean either all middle of the road responses, or extremely mixed results. A positive number above 50 would imply response skews positive and one below -50 skews negative. Everything in between is uninterpretable without analyzing the data.

I find that stakeholders understand a ratio of positive:neutral:negative responses much better. It gives a clearer view as to whether responses are in line or mixed and gives clearer direction for studying whether a feature or function is good or bad generally or if there are populations identified by a mixed response that may need to be addressed separately.