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gptkbp:instanceOf
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customer loyalty metric
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gptkbp:abbreviation
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gptkb:NPS
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gptkbp:alternativeTo
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gptkb:Customer_Effort_Score
gptkb:Customer_Satisfaction_Score
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gptkbp:calculationMethod
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percentage of promoters minus percentage of detractors
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gptkbp:createdBy
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gptkb:Fred_Reichheld
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gptkbp:criticizedFor
|
oversimplification
lack of diagnostic information
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gptkbp:detractorsScore
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0 to 6
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|
https://www.w3.org/2000/01/rdf-schema#label
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Net Promoter Score
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gptkbp:introducedIn
|
2003
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gptkbp:passivesScore
|
7 or 8
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gptkbp:promotersScore
|
9 or 10
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gptkbp:publishedIn
|
gptkb:Harvard_Business_Review
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gptkbp:range
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-100 to 100
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gptkbp:relatedTo
|
customer experience
customer feedback
customer satisfaction survey
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gptkbp:size
|
0 to 10
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gptkbp:trademarkOf
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gptkb:Bain_&_Company
gptkb:Satmetrix
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gptkbp:type
|
How likely is it that you would recommend our company/product/service to a friend or colleague?
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gptkbp:usedBy
|
organizations
businesses
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gptkbp:usedFor
|
measuring customer loyalty
measuring customer satisfaction
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gptkbp:bfsParent
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gptkb:NPS
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gptkbp:bfsLayer
|
5
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