NPS, CES, CSAT: Which One is the Best Metric?
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SEPTEMBER 20, 2019
Net Promoter Score (NPS). In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). . Here is what I mean: An NPS of 20 can be achieved with 60% Promoters minus 40% Detractors or 25% Promoters minus 5% Detractors. .
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