While the NPS gives businesses a rough idea about consumer advocacy, the metric has its disadvantages:

The NPS lacks context $$ Why did the brand score poorly with some customers while winning a thumbs up from others? Delving deeper into this question allows the company to identify problem areas and take specific action.

Sample sizes might be small $$ The NPS is calculated from a single question that is part of a broader survey. However, surveys can have low response rates due to shifting public attitudes towards surveys $,$ privacy concerns, and technological advancement$\mathrm{.}3$ As we have seen earlier in the chapter, small sample sizes can shake the credibility of a survey$$s findings.

The NPS oversimplifies human behavior $$ NPS detractors say the metric does not consider the difference between what people say they will do$,$ and what they actually do$\mathrm{.}4$ In the case of the NPS$,$ a key question is$,$what percentage of people actually recommend the brand to a friend or family member?$$ Moreover, the NPS does not take into account the complex lineup of products and services offered by a brand. A customer may like one product but dislike another.