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The Net Promoter Score (NPS) is a prominent customer satisfaction metric. At its core, the Net Promoter Score embodies the fundamental idea that all of a company’s customers fall into one of three categories: promoters, passives or detractors.
Promoters are dedicated, repeat customers who enthusiastically recommend your products or services to others. Passives are customers who are satisfied, but lack any enthusiasm or loyalty; passives could easily switch to a competitor. Detractors are customers who are decidedly unsatisfied with your company.
Construction: Customers are asked to respond to a single survey question (on a 10-point scale) – “How likely are you to recommend TaskUs?”
Net Promoter Score survey respondents that respond from 0-6 are termed, “Detractors”; responses of 7 or 8 are considered, “Passives; and responses of 9 or 10 are deemed, “Promoters.”
Calculation: NPS = the Percentage of Promoters – Percentage of Detractors