A net promoter score is a measurement of customer satisfaction. It’s calculated by subtracting the percentage of detractors from the percentage of promoters.
For example, after surveying 200 clients, a logistics company finds that 140 are promoters (score 9–10), 40 are passives (7–8), and 20 are detractors (0–6). Its NPS is (140–20) ÷ 200 × 100 = 60 — a strong score that the owner highlights in lender presentations as evidence of customer loyalty.
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