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Test Loyalty and satisfaction metrics
Agenda
QUESTION 1: What does the Net Promoter Score (NPS) measure?
To measure customer loyalty through likelihood of referral
To evaluate exclusively the satisfaction of a specific interaction
Calculate average revenue per customer
To estimate the cost of customer acquisition
2nd QUESTION: How is NPS calculated?
Sum of promoters and detractors divided by the total
Percentage of promoters minus percentage of detractors
Arithmetic mean of responses on the 0-10 scale
Percentage of passives minus percentage of promoters
3rd QUESTION: What are the scores for detractors in NPS?
Rank 7-8
Range 9-10
Rank 0-6
Rank 1-3
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