Commerce Glossary

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What is Net Promoter Score (NPS)?

net pro - mot - er score
The Net Promoter Score (NPS) measures how likely customers are to recommend a product or service.
How Does the Net Promoter Score (NPS) Work?

Find out the NPS by asking customers the likelihood that they would recommend a business on a scale from 0 to 10. Customers who rate a 9 or 10 are considered promoters, those who rate a 7 or 8 are considered passives, and anyone who rates 6 or below is regarded as a detractor. Figure out the NPS by subtracting the percentage of detractors from the percentage of promoters.

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