NPS

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Ask your customers if they'd recommend your product using a scale from 0 to 10 where 10 means extremely likely. Now find the average of the responses. Is an average score of say 7.212 good? It's hard to say. Interpreting averages from rating scales is notoriously difficult unless you have something to compare the average to. One of the reasons the Net Promoter Score is

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Many software companies track and use the Net Promoter Score as a gauge of customer loyalty. Positive word of mouth is a critical driver of future growth. If you have a usable product, customers will tell their friends about the positive experience. And alternatively, a poor user experience will lead customers to tell their friends how unusable a product is. But what are good Net

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Responses to rating-scale data typically don't follow a normal distribution. However, this is unlikely to affect the accuracy of statistical calculations because the distribution of error in the measurement is normally distributed. Top-box scoring of rating-scale data can provide an easy way to summarize or segment your data in the absence of a benchmark or comparison test. Another reason top-box scores are used with rating-scale

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Would you recommend your cell-phone to a friend?  How about the rental car company you just used?  Customer loyalty is an important attribute of a product or service's long-term viability.  There are many ways to measure the construct of customer satisfaction and loyalty and they usually involve questionnaires, such as the American Customer Satisfaction Index .  One of the more popular methods is something called

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