The effective way to know how your customer feels

“The most common way to measure emotion is the Net Promoter Score (NPS). Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. The scale is 1-10. If you score a 6 or under, you are a detractor. A 7 or 8 score is considered passive. If you have 9 or 10, you are a promoter. Your most loyal customers are promoters and have high NPS scores. To get the Net in the Net Promoter Score, you subtract your promoters from your detractors. The remaining number is your NPS.”

Read more from Colin Shaw on Beyond Philosophy

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