NPS measures the likelihood of current customers recommending a product, service, or brand to another potential customer. This perspective makes the metric a great indicator for upsell or cross-sell opportunities. NPS is usually rated on an 11-point scale, with 0 being Extremely Unlikely and 10 being Extremely Likely to recommend a colleague or friend.
Net Promoter Score is an excellent indicator of of a brand’s overall customer satisfaction level, especially in banking and financial services. The customer positivity indicated by high NPS score averages can be used to develop targeted strategies for acquiring new customers through referrals and word-of-mouth marketing.
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