What is 'net promoter score' in SAP CEC-MKT - SAP Marketing?

net promoter score - Overview

• Component: CEC-MKT

• Component Name: SAP Marketing

• Description: A management tool that is used to gauge the loyalty of a company's customer relationships. When calculating the net promoter score, customers are divided into three categories: promoter, passive, and detractor.

net promoter score - Details

• 
  Key Concepts: 
  Net Promoter Score (NPS) is a customer loyalty metric used to measure customer satisfaction and loyalty. It is based on the idea that customers can be divided into three categories: promoters, passives, and detractors. Promoters are customers who are highly satisfied with a product or service and are likely to recommend it to others. Passives are customers who are satisfied but not enthusiastic about the product or service. Detractors are customers who are dissatisfied with the product or service and may actively discourage others from using it. 
  
  How to use it: 
  In SAP Marketing Cloud, NPS is used to measure customer loyalty and satisfaction. It is calculated by asking customers to rate their experience on a scale of 0-10, with 0 being the least satisfied and 10 being the most satisfied. The score is then calculated by subtracting the percentage of detractors from the percentage of promoters. 
  
  Tips & Tricks: 
  When using NPS in SAP Marketing Cloud, it is important to ensure that the questions asked are clear and concise. Additionally, it is important to ensure that the survey is sent out to a representative sample of customers in order to get an accurate picture of customer satisfaction. 
  
  Related Information: 
  For more information on NPS and how it can be used in SAP Marketing Cloud, please refer to the official SAP documentation here: