Net Promoter Score (NPS) can be simply defined as the likelihood of your customers recommending your service to their network of people. You would have received a call from your bank or telco to asking you to rate their services. This is the simplest method of gathering an NPS survey score. Often one also gets an SMS immediately post a transaction, such as a call center enquiry etc… These are also NPS measuring techniques at an atomic level or touch-point NPS. The Net Promoter Score framework is widely used to measure the loyalty of a firm’s customer relationships. On an 11 point scale of 0 to 10, NPS classifies all the customers who review your services in 3 main categories namely Promoters (9s and 10s), Passives (7s and 8s) and Detractors (0 to 6).
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