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Net Promoter Score - https://en.wikipedia.org/wiki/Net_Promoter https://en.wikipedia.org/wiki/Net_Promoter - is used to measure just this. > Net Promoter or Ne
by rogerbinns 9y ago
Net Promoter Score - https://en.wikipedia.org/wiki/Net_Promoter https://en.wikipedia.org/wiki/Net_Promoter - is used to measure just this.
> Net Promoter or Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships
It asks one question:
> How likely is it that you would recommend our company/product/service to a friend or colleague?
The wikipedia article provides more details including criticism.
- ABCLAW 9y agoNPS doesn't measure future goodwill (or present goodwill for that matter). Rationally it may have some correlation, but it isn't a silver bullet even when understood and used properly (which it often isn't). Instead you often get people trying to game their local NPS scores; not quite the same problem, but similar.