Definition
A satisfaction and advocacy index developed by Fred Reichheld (Bain, 2003). It asks: *"How likely are you to recommend our product to a friend? (0–10)"*. Scores of 9-10 are promoters, 7-8 passives, 0-6 detractors. NPS = % promoters − % detractors. It ranges from −100 to +100. Despite methodological criticism, it is the most widely adopted satisfaction metric because of its simplicity and comparability.
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