“Like most businesses these days, we use the Net Promoter Score to rate customer satisfaction. We ask our customers, on a scale of 0 to 10, how likely it is that they would recommend our stores to their friends. The 9s and 10s are promoters, the 7s and 8s are neutrals, and the rest are detractors. To compute the score, we subtract the percentage of detractors from the percentage of promoters. An NPS score of thirty is considered good, and above fifty is great.
