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What is net promoter score (nps)?

A measure of customer loyalty based on one question: "How likely are you to recommend us?" Scores 0-6 are detractors, 7-8 are passives, 9-10 are promoters. NPS = % Promoters - % Detractors.

Formula

NPS = % Promoters (9-10) - % Detractors (0-6)

Why it matters

NPS predicts growth and word-of-mouth. Promoters drive referrals. Detractors churn and damage reputation. It's a simple proxy for product-market fit and customer satisfaction.

How to improve

Follow up with detractors to understand and fix issues. Ask promoters to refer. Focus on the specific moments that create promoters. Don't game the metric - improve the underlying experience.

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