The “Net Promoter Score”

What it is – How it works

[By staff reporters]

According to Wikipedia, the Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is claimed to be correlated with revenue growth. NPS has been widely adopted with more than two thirds of Fortune 1000 companies using the metric. The tool aims to measure the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey.

The consumer is the customer, employee, or respondent to an NPS survey. An NPS can be as low as −100 (every respondent is a “detractor”) or as high as +100 (every respondent is a “promoter”). NPS scores vary across different industries, but a positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional.

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The metric was developed by (and is a registered trademark of) Fred Reichheld, Bain & Company and Satmetrix. It was introduced by Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow”.

Credibility?

But, how accurate is the NPS?

MORE: https://labs.openviewpartners.com/big-problems-with-net-promoter-score/#.XN1nFYdYYqQ

Assessment

Your thoughts are appreciated.

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