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Net Promoter Scores (NPS)

The Net Promoter Score is a common customer service outsourcing metric. This is a measure of customer experience that is focused on measuring customer loyalty and satisfaction. The goal of a NPS is to address how likely would a customer recommend the product or service to your friend or colleague. It is measured on a scale of 1 to 10 with values 9-10 as Net Promoter scores marked “Highly Likely”, 7-8 as ‘Passive, and 0-6 as Net detractor scores or “Not at all likely to Neutral”. NPS is then calculated by subtracting the % of Detractors, from the % of Promoters.

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