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What is the Net Promoter Score (NPS)?

This concept is an acronym for Net Promoter Score and refers to a metric that emerged in the early 90’s and offers companies to achieve a forecast of the behavior of their customers through the recommendation of their products or services. It is the most used metric in customer experience because it allows a quick comparison with the competition (always used in the same way), as well as see the evolution of the company itself, being very sensitive to the actions perceived by the customer.

Its calculation is simple and perhaps that is why it is used so much. Although there are also detractors for the metric is quite restrictive in terms of scoring scale.

This metric system has been perfected over the years and is of great interest to companies because companies that have a positive NPS will see how the public values their company, offering a good positioning within the market.

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