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Net Promoter Score (NPS): A simple and useful loyalty metric

By November 21, 2023No Comments

Net Promoter Score (NPS) gauges customer satisfaction and loyalty by asking, “How likely are you to recommend our product/company?” Responses range from 0 to 10, classifying customers as Promoters, Passives, or Detractors. NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. A Net Promoter Score (NPS) can range from -100 to +100. Generally, a positive score is considered good, with higher numbers indicating stronger customer advocacy. Scores above 50 are often viewed as excellent, while scores below 0 suggest room for improvement.

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