Operations
NPS
Net Promoter Score
A customer loyalty metric based on willingness to recommend.
Definition
What it actually means.
NPS = (% Promoters who scored 9–10) − (% Detractors who scored 0–6). Scale: −100 to +100. Benchmarks: > 50 is excellent, > 70 is world-class. Limitations: cultural bias, response bias, and gaming.
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