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Marketing Week’s Alan Mitchell has written a frank article about the Net Promoter® Score customer metrics debate, citing some findings from DMC and the LSE/LRCG, including:
"As Justin Kirby and Alain Samson point out in a recent article for Admap, there may be a big difference between an NPS of 40 derived from 70 minus 30 (70% promoters and 30% detractors) and one of 40 minus zero."
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