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Net Promoter Score: "Excellent 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, 2024, the NPS for ERMU was 54.7, up from Q1 2024 of 39.6 and recovering back into the <br />"excellent" range, similar to Q3 2022. The NPS for ERMU for six consecutive quarters is shown in the <br />table below. <br />ERMU NPS SCORES <br />Q1 2022, Q3 2022, Q1 2023, Q3 2023, Q1 2024, <br />Q3 2024 <br />60.0 52.0 54.7 <br />50.0 42.5 44.2 <br />39.0 39.6 <br />40.0 <br />30.0 <br />20.0 <br />10.0 <br />0.0 <br />Q1, 2022 Q3, 2022 ca1, 202 3 Q3, 2023 Q1, 2024 Q3, 2024 <br />Net Promoter Score <br />Good Excellent <br />0-49 50-100 <br />ERMU <br />54.7 <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 />133 <br />