Forget NPS, This is how you want to customer's to talk about you...

I was recently talking to a CEO about our product and he responded with something that I thought was incredibly valuable. They said...

"We're using {alternative} and have been for many years.

While it's not perfect, it's something we review annually and it's still the best value for money. The cost of switching is simply too high. What we'd gain isn't worth it I don't suspect and the cost saving if there was one would never pay for itself."

I thought it was interesting that they didn't seem particularly enamoured
with our competition. Definitely not what I would consider at 10 score on NPS.

However, they were so ingrained there was almost a fear of moving. I think that is really where you want to be. If there was a way to measure it, rather than a Net Promoter Score, a Cost of Moving score.