A basic measure of customer sentiment, is now used by two-thirds of the Fortune 1000. Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter) you can calculate something we call an earned advocacy score. It’s not just about chasing a number. It’s about segmenting customers to determine meaningful micro-nraratives.