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If you’re looking to understand customer loyalty and satisfaction, then knowing what a Net Promoter Score (NPS) is, is essential. NPS is an important customer satisfaction metric used by companies around the world to measure their customer’s loyalty. It’s a simple and effective way to measure how likely your customers are to recommend your company’s products or services to their friends or family.

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NPS is calculated based on a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are asked to rate their answer on a scale of 0 to 10. Those who answer 9 or 10 are considered “promoters,” while those who answer 7 or 8 are considered “passives.” Lastly, those who answer 0 to 6 are considered “detractors.”

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NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. This gives you your NPS score. For example, if your survey results showed that 20% of respondents were promoters, 10% were passives, and 70% were detractors, your NPS score would be -50. The higher the score, the more satisfied customers you have.

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NPS is a great way to measure customer satisfaction, as it can give you valuable insight into how your customers view your products and services. However, it’s important to remember that NPS is just one metric, and it should be used in conjunction with other customer satisfaction metrics to get a full picture of customer loyalty and satisfaction.

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At HelloMedian, we understand the importance of measuring customer satisfaction and loyalty. Our Cobrowse solution provides you with the necessary tools to measure your customer’s satisfaction in real-time. Our Cobrowse solution allows you to monitor customer interactions and use analytics to get an in-depth analysis of customer satisfaction. With our Cobrowse solution, you can easily measure NPS and other customer satisfaction metrics to ensure your customers are getting the best experience possible.

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Start unlocking the secrets of NPS with HelloMedian’s Cobrowse solution today. Visit HelloMedian.com to learn more and get started.