I think the author's point is much more around intent. Asking for feedback is one thing. Having a plan in place to do something with it is another. It's so easy

I think the author's point is much more around intent. Asking for feedback is one thing. Having a plan in place to do something with it is another. It's so easy to bake in a feedback loop but that doesn't translate to any actual change. NPS is popular not because it's necessarily useful, but because it's easy to understand and track. I worked in market research for years and our NPS remained flat because we didn't have the right means of sharing and implementing the feedback we gathered. The same themes came up over and over again over the years and yet we never changed our actual product. This is the point the author is touching on.