Huh, I'm confused how that score would tell you if a particular specific feature/area of the app provided "an elevated user experience that customers love". Any ideas?
Hmm. Good question. In my experience an NPS study isn't just the survey.
I have done it in the past and usually after you get the results you do a baseline a call/contact your promoters and detractors to learn more about their issues.
So I think it's determined by a combination of personal reach-outs and probably the same questions scoped to particular features.
If you have feedback on some other metrics to use, please contribute! I don't think we've landed on the right formula just yet. But directionally, we'd like these to be based on user outcomes rather than our own opinion.
