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web3glossarynet promoter score
Net Promoter Score

Summary

Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction by measuring the likelihood of customers to recommend a brand or product to others.

Detailed Description

NPS is calculated by asking customers a single question: 'On a scale from 0 to 10, how likely are you to recommend our product/service to a friend or colleague?' Respondents are categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). The score is determined by subtracting the percentage of Detractors from the percentage of Promoters. This score provides insights into customer sentiment and loyalty, and it's used by businesses to improve their products, services, and overall customer experience.

Category
Customer Experience Metrics
Synonyms
NPS

Impact Details

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Customer Feedback Collection

Businesses use NPS surveys to regularly collect feedback from customers about their experiences.

Industries:

Retail
SaaS
Financial Services

Platforms:

Web
Mobile
Benchmarking Against Competitors

Companies may use NPS scores to compare their customer satisfaction against industry benchmarks and competitors.

Industries:

Various

Platforms:

Web
Analytics Tools
Service Improvement Initiatives

Organizations utilize NPS data to identify areas for service enhancement and strategize action plans.

Industries:

Hospitality
Healthcare

Platforms:

Internal Reports
Presentation Software

Top Metrics

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FAQs

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