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Net Promoter Score: "High Good Range" <br />Respondents were asked: 'How likely is it that you would recommend ERMU as a utility provider, even <br />though we are the only local electric and water utility?' Using the results from the question, the Net <br />Promoter Score was calculated. Scores can range from -100 to +100. A score of 0 to 49.9 is considered <br />good and a score of 50 or above is considered excellent. <br />In Q3, 2023, the NPS for ERMU was 44.2, up from Q1 2023 and now in the high "good" range. The NPS <br />for ERMU for four quarters is shown in the table below. <br />ERMU NPS SCORES <br />Q1 2022, Q3 2022, Q1 2023, Q3 2023 <br />60.0 52.0 <br />50.0 42.5 44.2 <br />39.0 <br />40.0 <br />30.0 <br />20.0 <br />10.0 <br />0.0 <br />Q1, 2022 Q3, 2022 Q1, 2023 Q3, 2023 <br />Net Promoter Score <br />oor Goo Excellent <br />-50 to 0 0 to 49 50 to 100 <br />ERMU <br />44.2 <br />The Net Promoter Score (NPS) is calculated by taking the percentage of those who respond that are the <br />most satisfied (rated a 9 or 10, or promoters) and subtracting the percent of those who are the least <br />satisfied (rated a 0 to 6, or detractors). Those scoring a 7 or 8 are considered "neutral." The NPS is a <br />widely used benchmark. <br />7 <br />112 <br />