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What Is Net Promoter Score and Why Measure It?

“How likely are you to recommend us to a friend or colleague?”

This is a common question we encounter in many surveys. While it may seem like a simple question, it’s important to calculate the Net Promoter Score. It’s now used by more than 2/3 of  Fortune 1000 companies and aims to measure customer loyalty. NPS also seeks to understand “Why?”. It allows customers to articulate what is most important to them. Their comments give context and depth to the score received.

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