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hello everyone in todays video I would like to show you how to calculate a popular market research metric the net promoter score using a pivot table and how to visualize the results using a butterfly chart what is a net promoter score the concept of the net promoter score was published by Fred Reicher in his famous article in the Harvard Business review the one number you need to grow Fred argued that a single survey question can serve as a predictor of growth and that question was not about customer satisfaction or loyalty but rather about the willingness to recommend the product to someone else so the net promoter score is based on evaluating responses to a single survey question How likely are you to recommend this product to someone else the scale of the responses is from 0 to 10 respondents with ratings of six and below are grouped as detractors these can harm the brand through negative word of mouth respondents with ratings of seven seven or eight are the passives they neither h
