Net Promotor Score
The Net Promoter Score (NPS) is developed by Fred Reichheld, founder of the global consulting firm Bain & Company. He discovered in 2004 the method at Enterprise Rent-A-car and made the method generally applicable and published the book:
‘The Ultimate Question’.
NPS is based on fundamental understanding that customers of a company can be divided into three categories:
- Promoters, are enthusiastic and loyal. They remain at a company buy and encourage their friends to do the same.
- Neutral, clients are satisfied but not enthusiastic, they can easily be approached by competition.
- Critics, are dissatisfied customers who are trapped in a bad relationship.
Depending on the answer to the ultimate question, customers can be classified in one of these categories.
The ultimate question is quite simple:
‘How likely is it that you will recommend our company to a friend or colleague?’
Promoters’ indicate a 9 or 10, ‘Passives’ a 7 or 8 and ‘Critics’ a number less than 7.
Additional open questions, specifically on the service or the product, provides insights on which improvement / action can be taken by the organization. The customer is expressly asked for ideas, comments and suggestions how the service /product can meet their needs.
Net Promotor Score 2
Get an introduction to NPS2, the next generation of the groundbreaking Net Promoter methodology. Find out how Net Promoter has evolved to incorporate years of experience and real-world application and learn about the four pillars of NPS2. Get an overview of how to apply each aspect of the methodology to your business.
You can download the NPS2 e-book via the following link: Satmetrix eBook NPS2.
You will also find more specific information in the literature, shown in the left section of the NL page.
*Source: The Ultimate Question, Frederick F. Reichheld, 2009 and http://www.satmetrix.com.