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what is net promoter score

net promoter score

What is Net Promoter Score (NPS)?

 

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ND
By Neil Davey
30th Aug 2019 09:52

Net Promoter Score (NPS) is defined as a metric for determining the state of a customer’s loyalty and satisfaction with a brand or product.

NPS is typically measured using the NPS survey question which asks the respondent the following question (or a slightly altered version of the same question without changing its meaning):

Considering your complete experience with us, how likely are you to recommend us to a family or friend?

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