Beatrice has been a wonderful CSM! We are really happy with her support, she has had a big impact on our launch. The platform is great overall but can be a bit buggy at times and some pieces still feel a little clunky (delivery manager for example).
Net Promoter Score is a loyalty metric used as a KPI for customer experience, measured on a scale of -100 to +100.
To calculate the NPS, we first ask customers to answer the question "How likely is it that you would recommend this company to a friend or colleague?" on a scale of 0 - 10.
Customers who answer 0 - 6 are Detractors, 7 - 8 are Passives and 9 - 10 are Promoters. The NPS is the sum of % of Promoters - % Detractors.
