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NPS is the Ecstasy of business metrics.
- People use it because everyone else is.
- You think it helping you. (It’s not.)
- Easy to get addicted to it.
- Really hard to quit using it.
- Distorts your perception of reality.
- “Consultants” happy to keep selling it to you.
There are all these buttons at the bottom of my iMessage window but I don’t know what they do.
I don’t press them because I don’t seem to need whatever it is they are offering.
Introducing functionality is one of design’s great unsolved challenges.