The ultimate question, that you need
The power of NPS is hidden within its simplicity expressed in one question "How possible it is that you will recommend X to a friend?". This research methodology has been created by Fred Reichelda, Bain & Co., and Satmetrix in the 90s and was described in detail in a book titled "The Ultimate Question". An NPS type question allows respondents to answer on a scale from 0 to 10 (where 0 = I won't recommend, and 10 = I will recommend). Then the respondents are divided into three groups, basing on their scores: Critics (score from 0 to 6), Neutrals (7 - 8), and Promoters (9 - 10). The NPS indicator is calculated by subtracting the percentage of Critics from the percentage of Promoters. A positive score (above 0) may be regarded as moderately good one. A score above 50 is very good, and shows that your company cares for the good relations with clients.
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