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What is a Net Promoter Score?

Last Updated: Feb 02, 2018 02:04PM EST
Net Promoter Score (NPS) is a business metric that scores customer loyalty by asking, “On a scale of 0-10, how likely are you to recommend us to a colleague or friend?”
 
  • Those who respond with a score of 9 -10 are called Promoters and are considered likely to exhibit value-creating behaviors, such as buying more, staying loyal, and referring customers.
  • Responses of 7 and 8 are labeled Passives, and their behavior falls in the middle of Promoters and Detractors.
  • Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors.
 
PestPac Services Reports provides a summary report of NPS Scores, graphing the total number and percentage of Promoters, Passives, and Detractors. 

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