Net Promoter Score (NPS) is a type of question that is calculated based on responses to a single question and the responses are normally based on scoring from 0 to 10 scale. They are used to measure customer behaviour.
Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviours. Those who respond with a score of 0 to 6 are labelled Detractors, and they are believed to be less likely to exhibit the value-creating behaviours. Responses of 7 and 8 are labelled Passives, and their behaviour falls between Promoters and Detractors. The NPS is calculated by subtracting the percentage of Detractors customers from the percentage of Promoters customers.
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