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The Next Step Beyond NPS (Net Promoter Score)
By Eoghan Bees
A common metric leveraged in commercial diligence – NPS (Net Promoter Score) – is based on a single and simple question presented to users of a good or service: “On a score of 0 to 10, how likely is it that you would recommend [XYZ] to a friend or colleague?” The metric and the question are designed to measure current satisfaction, and the design logic of the question (and the associated…
