I've been the client engineer before, trying to get through the opaque 'solution support' folks to the actual engineers of the product. No dice. We could never get the problem solved and we ended up ditching the product.
When I eventually got an NPS e-mail from them, I gave them a 1, and explained that I couldn't get through to actual engineers so we gave up, and then a solution engineer
followed up and apologized and informed me that if there was anything they could do, to let them know.
I never wanted to bang my head against the monitor harder than in that moment.
NPS stands for Net Promoter Score. It's supposed to get a sense of % favorable - % unfavorable and leaving out the middle.
I've seen this at many companies and its one of my biggest pet peeves. Almost nobody uses it correctly. They don't net anything. They take the average. It's not clear at all why it's any different from any other score. I think most people think its some sort of collection or measurement thing rather than a calculation on the data. I hate it. Reeks of innumeracy.
Not that it really matters if you use average vs. nps...
