Net Promoter Score
The Net Promoter Score, or NPS, summarises answers to a recommendation question on a scale from zero to ten
What it means, how it is used and where it comes up, with its related concepts.
What it is and how it works
It is calculated by subtracting the percentage of detractors, who answer from zero to six, from the percentage of promoters, who answer nine or ten. The result ranges from minus one hundred to one hundred. It should be accompanied by context and analysis of reasons; on its own it is not equivalent to satisfaction or future growth.
Also known as
NPS
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