The Net Promoter debate

The Net Promoter Score (NPS) is a simple (and very popular) metric designed to gauge the loyalty of a firm's customers.

The Net Promoter debate

Tim Keiningham

The net promoter score (nps) is one of the hottest business metrics of the moment. Firms like General Electric, Intuit, and American Express embrace the formula because of its reported linkage to growth. This summer,...

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