The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. While businesses primarily focus on Promoters and Detractors, they’re missing out on a considerable and influential part of their audience: the Passives.
You should always be observing and learning from your customers: Their habits, behavior, and feedback all measure the strength of your company’s relationship with its customers. If you’re not watching your customers, your competition is. Read more