Glossary

Glossary

Glossary

Net Promoter Score (NPS)

Net Promoter Score (NPS)

Definition

A metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend a company's product or service to others on a scale of 0 to 10. Scores are categorized into promoters (9-10), passives (7-8), and detractors (0-6). NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

A metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend a company's product or service to others on a scale of 0 to 10. Scores are categorized into promoters (9-10), passives (7-8), and detractors (0-6). NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

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