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Concept6 min read
Net Promoter Score (NPS)
A customer loyalty metric that classifies respondents as Promoters, Passives, or Detractors based on a 0-10 likelihood-to-recommend question. NPS = %Promoters - %Detractors and is one of the most widely used customer experience KPIs in consulting cases.
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What's inside
- Definition
- Why it matters
- Formula
- Units & benchmarks
- Key levers
- Where it shows up in cases
- How it's charted
- Worked example
- Common traps
- Industry nuances
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