Understanding how satisfied – and consequently, how loyal your customers are likely to be – is important for any company, because happy and returning customers are the key to growing future revenue and profits.
The problem is that most customers surveys are complex, expensive and hard to interpret. In response to this, <a href="https://www.sisense.com/kpi-library/customer-service-kpis/nps-customer-service/">the net promoter score</a> was developed as ‘the one number you need to know’ based on just one simple questions: how likely are you to recommend the company/product/service to a friend or colleague?
The NPS is based on the fundamental premise that every company’s customers can be divided into three groups: promoters, passives and detractors.

Customer Service

Customer Satisfaction / NPS

High Level Design

Overview

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