If you are using NPS as a metric, please consider the following…..

I found this to be very helpful: Why Banks and Credit Unions Keep Blowing It Using Net Promoter Scores (thefinancialbrand.com) I also modified my NPS calculation spreadsheet to the following scale: 0-7 = Detractors, 8-9 = Passives, 10 = Promoters. Hope this helps!
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