This book is about how to run services, in any organisation, in any industry. It describes the basics, the core stuff, in realistic pragmatic terms. And it is pragmatically brief - we kept it to 50 paperback pages.
Any product that gets the evangelical reaction that Net Promoter Score or NPS does, immediately raises my skeptical hackles even before I take a good look at it. Chokey the Chimp smells marketing hype from miles downwind.