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Project Management & Agile · Foundational

Net Promoter Score (NPS)

Customer loyalty metric based on likelihood to recommend, scored 0-10: % promoters (9-10) minus % detractors (0-6).

Definition

Ranges from -100 to +100; often used as a current value measure.

Example

60% promoters and 15% detractors give NPS +45.

Exam tip

Passives (7-8) are excluded from the calculation.

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