Promoters = 210 Promoters = 350 Promoters = 710

NPS NPS NPS

Passives = 110 Passives = 480 Passives = 160
47 18 58
NP Detractors = 680 Detractors = 170 Detractors = 130

355
175 New Customers
105 New Customers
New Customers

CHURN 85 65
Customers Lost Customers Lost
250
Customers Lost

REVENU 23% 9% 29%

E DECLINE GROWTH GROWTH
 Net Promoter Score
A metric for Relationships, not Transections

0 1 2 3 4 5 6 7 8 9 10

DETRACTORS PASSIVES PROMOTERS

NET PROMOTER SCORE = % Promoters – % Detractors

 Net Promoter Score

DETRACTORS PASSIVES PROMOTERS

12 8 1 0 6 12 1 37 56 115 97

12%
40 Detractors 11.6%

NPS TOTAL
27% 93 Passives 26.9%
50 62% 345
212 Promoters 61.5%

NPS = Promoter (50%) – Detractor (36%)

 Net Promoter Score

How likely are you to recommend to a colleague or friend?

Extremely
likely

Neutral
Not at
all likely

0 1 2 3 4 5 6 7 8 9 10

DETRACTORS PASSIVES PROMOTERS

NPS == % of Promoters -- % of Detractors

 Net Promoter Score Dashboard

SUN 0-6 7-8 9-10 Total NPS

Store 01 140 450 250 840 13

Store 02 90 365 425 880 38

Store 03 45 525 300 870 29

Store 04 8 525 370 903 40

Store 05 45 525 300 870 29

0 1 2 3 4 5 6 7 8 9 10
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