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Table of contents
- Promoter case study in 2021
- Net promoter score goals
- Interpreting net promoter score
- Nps improvement projects
- Delighted case studies
- Who should own nps
- Net promoter score best practices
- Who uses net promoter score
Promoter case study in 2021
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Net promoter score goals
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Interpreting net promoter score
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Nps improvement projects
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Delighted case studies
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Who should own nps
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Net promoter score best practices
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Who uses net promoter score
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What does a promoter score on NPS mean?
A promoter is any customer who, when asked the NPS question, responds with a score of 9 or 10. This group represents the biggest fans of a company and is the most likely to share and promote it to their individual circles of influence. A detractor is a customer who answers the NPS question with a figure between 0 and 6 (included).
Which is a case study of Net Promoter Score?
At the beginning of 2014, the company experimented with adding an extra step to the shipping process. They measured the impact with Delighted NPS. They suspected the change would cause a handful of inbound customer questions and perhaps a few grumbles but Delighted told a different story: customers couldn’t stand the extra step.
Which is the best description of a promoter?
Based on their answers to the NPS question, customers are divided into three groups: promoters, passives, and detractors. Promoters are your most loyal customers. They are more likely to spend more with your company, as well as spread positive brand awareness . Promoters are a great source of reviews, testimonials, and referrals.
Who is the creator of the Net Promoter Score?
The creation of NPS is widely credited to Fred Reicheld, a writer and business strategist best known for his work on loyalty marketing.
Last Update: Oct 2021