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A Deeper Dive Into the NPS Score

Posted by Rob S. on Feb 26, 2015 2:51:18 PM

A few weeks ago, we ran a post on how a Net Promoter Score (NPS) can help your business gain a better understanding of its overall customer satisfaction levels. As we discussed in the article, an NPS measures repeat customer loyalty by surveying customers and placing them into one of three categories depending on how they rate satisfaction with your company on a scale of 1 (low) to 10 (high): business detractors (0-4), passives (5-8)and promoters (9-10). A detractor will negatively impact your business; a protractor will create repeat business and speak highly of your company to others; and a passive has a neutral effect.

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Topics: Customers, Customers-How To, Net Promoter Score, NPS

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