Net Promoter Scale

It is a common CX metric to track since studies demonstrate it has a clear correlation with ROI. "How plausible is it that you would suggest the product to a partner or friend?" is asked in the NPS survey. Customers answer on a scale of 1 to 10, and their replies are then sorted into categories based on the points they get. Take the proportion of promoters and subtract the percentage of detractors to achieve a value between -100 and 100 for your company's NPS.

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