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Nonfinancial Quality Measures: Net Promoter Score (NPS) Cope Farm Equipment has recently conducted market research regarding a number of issues, including customer loyalty and customer satisfaction. In regard to the latter, Cope obtained the following responses to the question, How likely is it that you would recommend Cope to a friend or relative? The response scale for this question ranged from 1 (Extremely Unlikely) to 10 (Extremely Likely).

Score	No.
10	962
9	1,898
8	1,880
7	340
6	822
5	740
4	536
3	95
2	63
1	164
Total	7,500

Required

1. What is meant by the term net promoter score (NPS)?
2. What is the potential value of the NPS to the management and control of quality?
3. Given the above results, what is the NPS for Cope? (Round your answer to the nearest whole percentage, e.g., 18.819% = 19%).
4. How is the NPS for an organization interpreted?