Net Promoter Score-Insight Matrix

The Net Promoter Score-Insight Matrix is a 2x2 matrix used to measure customer loyalty. It is based on the Net Promoter Score (NPS) and provides insight into customer sentiment and loyalty.

At a very high level, the Net Promoter Score-Insight Matrix is used in the context of business, marketing, finance.

Net Promoter Score-Insight Matrix quadrant descriptions, including examples
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What is the Net Promoter Score-Insight Matrix?

A visual explanation is shown in the image above. The Net Promoter Score-Insight Matrix can be described as a matrix with the following quadrants:

  1. Promoters: Customers who are highly likely to recommend the company's products or services to others (e.g. 'I would definitely recommend this product to a friend')
  2. Passives: Customers who are neutral about the company's products or services (e.g. 'I'm not sure if I would recommend this product to a friend')
  3. Detractors: Customers who are likely to discourage others from using the company's products or services (e.g. 'I would not recommend this product to a friend')
  4. Neutrals: Customers who are neither promoters nor detractors (e.g. 'I'm not sure if I would recommend this product to a friend')

What is the purpose of the Net Promoter Score-Insight Matrix?

The Net Promoter Score-Insight Matrix is a 2x2 matrix used to measure customer loyalty. It is based on the Net Promoter Score (NPS), which is a metric used to measure customer loyalty. The NPS-Insight Matrix is used to provide insight into customer sentiment and loyalty. The matrix is divided into four quadrants, each of which represents a different level of customer loyalty.

The top-left quadrant is labeled “Promoters” and includes customers who are highly likely to recommend the company's products or services to others. The top-right quadrant is labeled “Passives” and includes customers who are neutral about the company's products or services. The bottom-left quadrant is labeled “Detractors” and includes customers who are likely to discourage others from using the company's products or services. The bottom-right quadrant is labeled “Neutrals” and includes customers who are neither promoters nor detractors.

The NPS-Insight Matrix is a useful tool for businesses to measure customer loyalty and gain insight into customer sentiment. It can be used to identify areas of improvement, as well as areas of strength. Additionally, it can be used to track customer loyalty over time.


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What templates are related to Net Promoter Score-Insight Matrix?

The following templates can also be categorized as business, marketing, finance and are therefore related to Net Promoter Score-Insight Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.

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