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Net Promoter Score

The Net Promoter Score (NPS) is an index that measures the willingness of customers to recommend a company’s products or services to others. It is used to measure the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.


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What does Net Promoter Score mean ?

The Net Promoter Score can be used as a key measure of a customer’s overall perception of a brand. It is a crucial component of customer experience management (CEM).

Advantages and disadvantages of the NPS

  • Easy to use
  • Simple to explain
  • Focused
  • Unreliable and inaccurate
  • One-dimensional
  • Does not take into account cultural differences

How is the Net Promoter Score calculated?

Customers are asked to rate the likelihood of recommending the company or brand to a friend or colleague on an 11-point scale. Customers are divided into three categories based on their rating:

  • “Critics” gave a rating of 6 or below.
  • They are not particularly enthusiastic about the product or service. They are most likely to stop buying from the company and could potentially damage the company’s reputation.

  • “Passives” gave a score of 7 or 8
  • . They are reasonably satisfied, but not to the point of excessive word of mouth.

  • “Promoters” responded with a score of 9 or 10

. They love the company’s products and services. They are repeat buyers who recommend the company’s products and services to other potential buyers.

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