Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service. The Net Promoter Score measures the answer to a single customer survey question:
How likely is it that you would recommend [brand/product/service] to a friend or colleague?
The concept of NPS was first proposed in 2003 by Fred Reicheld in his in his Harvard Business Review article, The One Number You Need to Grow. In that article, Reicheld argued argued that NPS could directly reflect loyalty and thus organizational growth.
“By substituting a single question for the complex black box of the typical customer satisfaction survey, companies can actually put consumer survey results to use and focus employees on the task of stimulating growth.”
Since that time, NPS has taken over to become one of the dominant customer experience tools at companies across the world. Customer service is measured by it, incentives are tied to it, and entire customer experience programs are centered around it.
If you are involved in measuring of providing customer experiences in any way, NPS is a concept you should be familiar with.
Make sure to check out the video below, which will introduce you to a few more basic ideas around Net Promoter Score.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.