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Where Net Promoter Score Goes Wrong

Business

Where Net Promoter Score Goes Wrong

Harvard Business Review - Christina Stahlkopf

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely are you to recommend our company?—it’s a simple way to get a quick read on consumer sentiment, and …

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