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The net promoter score (NPS) is based on the idea that every organization’s customers can be divided into three categories: promoters, passives, and detractors. By asking one question—“How likely is it that you would recommend our service to a friend or colleague?”—you can track these groups and get a clear measure of your support organization’s performance from the customer’s perspective. Based on their responses (on a scale of 0–10), customers are categorized as follows:

• Promoters (score of 9–10) are loyal enthusiasts who will refer others to your support organization.
• Passives (score of 7–8) are satisfied but unenthusiastic customers who may choose another source of support if given the chance.
• Detractors (score of 0–6) are unhappy customers who can damage your reputation through negative

Net Promoter Score, Call Center KPIs, Service Desk KPIs, Desktop Support KPIs
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Jeff Rumburg | MetricNet
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