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Net Promoter Score Isn’t Enough: You Need User Research aside

Net Promoter Score (NPS) is a common consumer insight method used to track customer loyalty. Advocates of NPS maintain that if someone is highly likely to recommend a product or service to a friend, they are also highly likely to be a loyal customer and will generate revenue for a company through referrals. It’s a single question that goes something like this: “On a scale of 0 to 10, how likely are you to recommend this product or service to a friend or colleague?” Net Promoter Score (NPS) asks users how likely they are to recommend a product or service. How Net Promoter Score Works Net Promoter Score tracks one thing and one thing only: how likely a customer will be ...

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