NPS captures a sentiment snapshot at a single moment — typically just after a positive interaction. It does not track what customers do next. High NPS scores can coexist with high churn when the customers most likely to stay are also the most likely to answer a survey.
Retention risk goes undetected while leadership reports high satisfaction scores, delaying intervention until churn is already accelerating.
NPS stops being a reliable predictor of retention or future customer behavior.
NPS score is stable or improving while churn rate is flat or rising in the same period. Survey response rates are concentrated in recently onboarded or recently supported customers — the score reflects a subset, not the full customer base.