What we know about the Net Promoter Score (NPS)

Surveys and summarises guidance and reading on the topic of NPS, a measure of customer satisfaction and a useful metric for evaluating brand health.

Based on work by Fred Reichheld (Bain & Co) Net Promoter Score (NPS) is a metric that companies use to measure customer satisfaction and, in turn, to inform issues such as brand health and growth potential – though its ability to reliably predict revenue growth is not proven. It is a score that is relatively low cost to gather, quick to analyse and easy to share. NPS can be controversial but it remains an effective way to focus an organisation on the value of customer service, product quality and the sales process.

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