Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It is calculated by subtracting the percentage of detractors (those who rate the company 0-6) from the percentage of promoters (those who rate the company 9-10).

The FAN portfolio is a popular framework for categorizing customers based on their NPS score and their spending behavior. It divides customers into four segments: Fans, Admirers, Neutrals, and Critics. This segmentation helps companies prioritize their efforts and focus on retaining and growing their most valuable customers.

Segmentation by customer value is another approach to categorizing customers based on their contribution to the business. This can be done using various criteria, such as revenue generated, purchase frequency, or customer lifetime value. By understanding the value of different customer segments, companies can tailor their marketing and service strategies to maximize profitability.

Benchmark data is essential for comparing a company’s NPS to industry standards. By benchmarking against competitors and industry averages, companies can identify areas for improvement and set realistic goals.

In addition to these elements, the file likely includes examples of how to calculate NPS, interpret the results, and use the data to make informed business decisions. Overall, the file provides a comprehensive overview of NPS and its applications, helping businesses to measure and improve customer loyalty.