The Net Promoter Score (NPS) is a metric employed to gauge customer loyalty and contentment with a product, service, or brand. It revolves around a singular question: “On a scale from 0 to 10, how probable are you to suggest our [product/service/brand] to a friend or colleague?” Survey participants are subsequently classified into three segments depending on their rating: Promoters (9-10), Passives (7-8), and Detractors (0-6).
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