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For example, after a customer interacts with your support team or completes a purchase, they receive an NPS survey asking, "On a scale from 0 to 10, how likely are you to recommend our product/service to a friend or colleague?" |
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Key Features
Single Survey Question:
NPS is typically measured through a single survey question asking customers to rate their likelihood of recommending the product or service on a scale from 0 to 10.
Simple Calculation:
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. This straightforward formula makes it easy to calculate and understand.
Customer Segmentation:
NPS categorizes respondents into three groups:
Promoters (9-10): Highly satisfied customers who are likely to recommend the product or service.
Passives (7-8): Satisfied but not enthusiastic customers who are neutral.
Detractors (0-6): Dissatisfied customers who may discourage others.
Insightful Feedback:
NPS surveys often include a follow-up question for additional feedback, providing valuable insights into the reasons behind customers’ ratings.
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