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NPS Best Practices: Setting up the NPS Question

NPS, or Net Promoter Score, is a means of measuring loyalty based on one survey item: a customer’s “likelihood to recommend”. The rating scale associated with NPS is based on an 11-point scale that stretches from 0-10. Customers who rate their “likelihood to recommend” (LTR) 0-6 are named “detractors; customers who rate 7 or 8 are named “passives” and those who rate 9 or 10 are “promoter”. A Net Promoter Score is derived by subtracting the percentage of detractors from the percentage of promoter. Consistent implementation between organizations leveraging NPS as a metric is critical for comparison and benchmarking purposes.

NPS Best Practices: Setting up the NPS Question

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