the 3 types of customers in the nps model
Net Promoter Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors. Responses of 7 and 8 are labeled Passives, and their behavior falls in the middle of Promoters and Detractors.[4]:51 The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count towards the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score towards 0.[5]
Use case A use case defines the interactions between external actors and the system under consideration to accomplish a goal. Actors must be able to make decisions, but need not be human: "An actor might be a person, a company or organization, a computer program, or a computer systemâ€”hardware, software, or both."[12] Actors are always stakeholders, but not all stakeholders are actors, since they "never interact directly with the system, even though they have the right to care how the system behaves."[12] For example, "the owners of the system, the company's board of directors, and regulatory bodies such as the Internal Revenue Service and the Department of Insurance" could all be stakeholders but are unlikely to be actors.[12]