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One of the questions clients focused on customer satisfaction and loyalty often ask me is “how do my NPS scores compare to others?” NPS*, or Net Promoter Score, is a metric for measuring customer loyalty based on the question, “Please rate your willingness to recommend us to a friend or colleague.” The Three Segments of Net Promoter Score (NPS) are Promoters, Passively Satisfied, and Detractors, and they are typically determined using a 0-10 or 1-10 scale. The NPS score is determined by subtracting the percentage of responses that rated a 0 through 6 (Detractors) from the percentage of responses that rated a 9 or 10 (Promoters). Note that the Passively Satisfied individuals, those that rated a 7 or 8, are not included in the calculation.
March 18,2024
March 11,2024
March 06,2024