Fried

Quick take, then I want yours.                                                                                                                                                                                                                                                 

NPS asks "would you recommend us?" a hypothetical, answered by whoever happens to be in the survey

window, scored against a benchmark nobody actually validated for your segment. It's lagging by       

definition. By the time someone scores you a 6, they've already half-checked-out.                                                                                                                                                                                                                                        Behavioral signals logins, admin-seat activity, feature depth, billing health, ticket patterns are what people actually do (or stop doing). They lead NPS by 30 90 days. A drop in admin-seat activity