I don't think NPS is all that bad, but the one reservation I have is that sometimes a high NPS might be due to factors that might be unadvisable to emulate.
For instance, Apple has a very high NPS. A lot of Apple customers recommend Apple products to all their friends. Why might they do that? On reason might be that Apple products are high quality and their users have a good experience from using them. Another explanation is that there's a network effect and that Mac users want to be able to share programs and files and be able to get help when their computer breaks from their other Apple-owning friends.
A manufacturer of Windows laptops might see that their NPS score is lower than Apple and take that as a sign that their customers are more unhappy with their products than Apple's (which very well might be true), but it could also be the case that, in general, Windows laptop owners don't particularly care what brand their friends all buy because Windows laptops are more-or-less interchangeable. Company executives might conclude that adding more proprietary features to their products and creating a walled-garden ecosystem like Apple's is a good idea, when it probably isn't.
For instance, Apple has a very high NPS. A lot of Apple customers recommend Apple products to all their friends. Why might they do that? On reason might be that Apple products are high quality and their users have a good experience from using them. Another explanation is that there's a network effect and that Mac users want to be able to share programs and files and be able to get help when their computer breaks from their other Apple-owning friends.
A manufacturer of Windows laptops might see that their NPS score is lower than Apple and take that as a sign that their customers are more unhappy with their products than Apple's (which very well might be true), but it could also be the case that, in general, Windows laptop owners don't particularly care what brand their friends all buy because Windows laptops are more-or-less interchangeable. Company executives might conclude that adding more proprietary features to their products and creating a walled-garden ecosystem like Apple's is a good idea, when it probably isn't.