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How to Calculate Net Promoter Score [infographic]

Net Promoter Score, often referred to as NPS, is a measure of customer loyalty; a numerical estimation based on a direct question: How likely are you to recommend our company/product?

The score for this answer is often based on a 0 to 10 scale and its results used to calculate Net Promoter score… of course its not quite as simple as that.

However the following infographic does a great job of demistifying the calculations behind NPS.

 

nps-how