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What is a Net Promoter Score?

The NPS shows how likely the customers are to recommend the product or company to others.

The net promoter score is measured by asking customers a single question: on a scale of 0 and 10, how likely they are to recommend the product to others. The numbers are then translated into the following groups:

  • promoters (9 – 10): they like the product and will probably speak highly of it
  • passives (7 – 8): they are usually somewhat satisfied
  • detractors (0 – 6): they are not satisfied with the product and might even advise others against purchasing it.

NPS is then calculated by subtracting the number of detractors from the number of promoters. If this score is too low, it is a warning sign to the company, showing that some changes need to be made, as word-of-mouth can strongly influence potential customers.

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