Outsourcing Glossary

Net Promoter Score (NPS)

Definition

The Net Promoter Score (NPS) is a metric for tracking customer satisfaction, utilizing the categories of promoters, passives, and detractors to categorize customers. Promoters are a company’s dedicated and repeat customers who recommend your products and services. Passives are satisfied customers that are lacking in loyalty or enthusiasm and could switch to a competitor. Detractors are those customers who are unsatisfied with your company.

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