A metric that assesses a customer’s likelihood of recommending (“promoting”) the brand to a friend or colleague. To calculate: the percentage of detractors (those who rate their willingness to recommend at 0-6) is subtracted from the percentage of promoters (those who rate their willingness to recommend at 9 or 10). While NPS is a measure of advocacy by definition, contact centers also use the metric to assess loyalty and general satisfaction.
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