Developed by Fred Reichheld at Bain & Company, the Net Promoter Score (NPS) is a customer loyalty metric that measures customer satisfaction using an index that ranges from -100 to 100. Customers are asked one question if theyd recommend the company to a friend and then asked to respond using a scale from zero to 10, with zero being not likely and 10 being extremely likely. Customers are then organised into three categories as detractors, passives or promoters, based on their responses.
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