According to the certification, a customer who is satisfied does not necessarily mean will recommend your product or service.
We are in a BPO industry and one of our clients created a survey question on NPS which goes, "Based on the level of your satisfaction with the call center (not considering the product), how likely are you to recommend (the brand) to your friends and colleagues?"
Is the question correctly formulated? Can you directly attribute the call center to the customer's decision to recommend the brand by asking the question as such?