Understanding and Calculating a Net Promoter Score

The Net Promoter Score is a Key Performance Indicator or KPI measure that has gained traction by forward-thinking marketers. This is an excellent measurement to track over time and to keep on the positive side.  Net Promoter Score or NPS is a calculated number used nowadays by many companies as a customer feedback tool. The calculated number or score is an unambiguous number that is easy to understand for all employees and serves as a useful input for managers to assess if their customers are satisfied or whether adjustments need to be made based on this score. The NPS also gives a good indication of growth potential and customer loyalty for a company or product.

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