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Ep.2- Net Promoter Score | Basics, Implementation & Alternatives
Manage episode 312999385 series 3255700
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NPS (Net Promoter Score) is the metric which is using globally, to measure the customer satisfaction and loyalty.
It is different from the general user feedback, because user feedback is only gives the data, how happy or angry any customer with the service. But NPS determines the intention of the users to recommend it to others.
The main difference between NPS and Feedback is in ‘Intention’. While feedback is only about how good or bad was your service or product, but NPS tells, how strongly users recommend it to their family or friends.
These 2 are different things and help in a lot of decisions. Feedback is kind of data, which help directly in a lot of actionable steps and decisions. But net promoter score data give you data to change something strategically and in long terms in a lot of cases.
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