Hi mtrimpe, we measure NPS for exactly this reason, to find out how well we're delivering exceptional value and a memorable experience. The NPS absolutely does take dissatisfied customers into account. Dissatisfied customers are some of the quickest to rate :)

In your specific case, it's likely you chose the option for the experts to do everything they can to help you save. The challenge of our business is that some people want more trickery, then some like you want less trickery. It's our job to segment customers early, understand what each wants, then provide the right result. We've made a lot of improvement with this.

For example, you mentioned a few things that don't exist anymore:

   - We do not have contests
   - We do not have winners
   - Experts also do support

We made a lot of these changes to make sure customers like you receive a more personalized service. We realized this is the key to creating consistent value. You can read about those changes here: https://flightfox.com/business/why-we-abandoned-crowdsourcin...