Net Promoter Score inversion may signal problematic digital use

Problematic consumption of digital experiences poses rising risks to consumer well-being, yet early detection remains challenging. This article examines whether data routinely collected in digital products can reveal indicators of problematic use. Drawing on dual-process theory, research on compulsive consumption, and clinical diagnostic criteria, the study proposes that Net Promoter Score (NPS) inversion-defined as negative evaluation of a product concurrent with sustained or increased consumption-may signal dysregulated use. The prevalence of this pattern is assessed using data from a free-to-play mobile game with loot boxes, indicating that a sizable proportion of users exhibit NPS inversion. These users report disliking the game yet continue playing, possibly experiencing problems with self-control and compulsion. The study discusses implications of this finding for research and emphasizes applications of such data in in-market systems for early detection and prevention.