Net Promoter Score: Loyalty is the big enchilada

Just as word-of-mouth can be beneficial, it can also cause damage to a brand. The Net Promoter Score is an indicator of how likely someone is to recommend a certain product to a friend or family member.

Net Promoter Score: Loyalty is the big enchilada

Michael LiebermanMultivariate SolutionsDave LeonardFocus On Service

Net Promoter Score results show that restaurants should encourage frequency of visit, rather than promoting special offers to casual diners.

The Net Promoter Score (NPS) is a simple metric that captures 'How likely are you to recommend a product to a friend or family member?' Increasing NPS can improve visit frequency and sales at a retail outlet or restaurant exponentially.

Customers with a high NPS act as 'brand ambassadors'. They share the values of the company with their friends, who may in turn...

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