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Metrics

Net Promoter Score (NPS)

NPS measures customer loyalty by asking how likely they are to recommend a company.

Net Promoter Score (NPS) is a customer loyalty metric derived from a single survey question: 'How likely are you to recommend us to a friend or colleague?' Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, providing a clear indicator of overall customer satisfaction and areas for improvement.
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