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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 />Verbatims on Why NPS Score is Given <br />Respondents were asked why they gave ERMU a particular NPS score (promoter or detractor). A <br />significant 57 respondents wrote positive comments. Their full responses for Spring, 2024 are at the end <br />of the report, but common responses were: <br />NumberPositive <br />I"= <br />or <br />Typical Response <br />Negative <br />Responsesof <br />58 <br />No problems, <br />Positive <br />--Like service <br />satisfied <br />--Rates are fair <br />--Zero issues <br />--Friendly <br />--Dependable <br />28 <br />Only choice <br />Neutral or <br />--Competition would bring down rates <br />negative <br />--It's just a fact which makes this question <br />irrelevant <br />--Monopoly <br />15 <br />Expensive <br />Negative <br />--High cost of rates, fees <br />--Rates have been increasing <br />Other comment: <br />--I want to know more about ERMU's efforts to be environmentally friendly and rebate programs (1) <br />All verbatims for this question are at the end of the report. <br />97 <br />