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Net promoter score. Net promoter score ( NPS) is a market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. [ 1] The NPS is a proprietary instrument developed by Fred Reichheld, who owns the registered NPS ...
Willingness to recommend. Willingness to recommend is a metric related to customer satisfaction. When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This willingness to recommend can be a powerful marketing advantage. In a survey of nearly 200 senior marketing managers, 57 percent ...
Fred Reichheld. Born. 1952. Frederick F. Reichheld (born 1952, Cleveland, US) is an American New York Times best-selling author, speaker and business strategist. He is best known for his research and writing on the loyalty business model and loyalty marketing. He is the creator of the Net Promoter System of management (NPS).
Google Fiber has great customer service, as evidenced by the highest net promoter score (NPS) in an industry with poor NPSs overall. ... The implied growth using the Graham Formula adjusted to ...
The Net Promoter Score (NPS) is also used to measure customer satisfaction. On a scale of 0 to 10, this score measures the willingness of customers to recommend a company to others. Despite many points of criticism from a scientific point of view, the NPS is widely used in practice. [33]
Advocacy Index. The Advocacy Index is a customer survey technique developed by VIRTUATel Ltd that is conducted over the telephone. [1] The technique measures customer loyalty using a 3-point scale and is based on the Net Promoter Score (NPS) methodology developed by Fred Reichheld. [2]
Nail–patella syndrome, an autosomal dominant genetic disorder. Neuropeptide S, a neuropeptide found in human and mammalian brain. Novel psychoactive substance or new psychoactive substance (often used interchangeably) Nonpoint source pollution. NPS Pharmaceuticals, acquired by Shire in 2015.
Discounted cumulative gain ( DCG) is a measure of ranking quality in information retrieval. It is often normalized so that it is comparable across queries, giving Normalized DCG (nDCG or NDCG). NDCG is often used to measure effectiveness of search engine algorithms and related applications. Using a graded relevance scale of documents in a ...
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