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Analyzing Net Promoter Score using Machine Learning


Overview

This article presents a reference implementation of a Net Promoter score analysis project that is built by using Machine Learning. In this article, we will discuss associated generic models for holistically solving the problem of industrial Net Promoter score. We also measure the accuracy of models that are built by using Machine Learning and assess directions for further development.

Net Promoter Score

The Net Promoter Score is an index ranging from 0 to 10 that measures the customer’s loyalty to the brand.

Calculation

Customers are surveyed on one single question.  “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Based on their rating, customers are then classified into 3 categories: detractors, passives, and promoters.

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