Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. A sample question for NPS is "How likely are you to recommend our company/product to a friend or colleague?" Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. The key to revenue growth is to ask customers open ended questions to determine how companies can improve the customer experience. It is also important to supplement NPS with other key surveys to understand customer behavior.

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