The “Net Net”on the Net Promoter Score
customer’s self-stated likelihood to recommend the company. The scale Reichheld uses has 11 points (0 through 10) and he recommends classifying customers as “promoters” (giving a rating of 9 or 10), “passives” (giving a rating of 7 or 8), or “detractors” (giving a rating of 6 … ................
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