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Ask Listen Retain – NAPA Tracs GAP Analysis

In the last column, is where we finally see the green, and the reason for the title of this video, what does the green mean?   The percentages shown in varying shades of green, is the difference in scores from the ‘non-promoters’ column and the ‘promoters’ column. This difference in score is commonly called “THE GAP” or “THE GAP ANALYSIS”.   The larger the gap, the darker shade of green is shown.   As management, you would look for the darkest shades of green first, or the largest gaps in scoring between non-promoters and promoters.

Watch the last video of the series, What is Net Promoter Score?  Click here!