From the course: Advanced Branding
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Net promoter score
- Simply put, Net Promoter Score is a measurement of customer loyalty. A company's NPS is measured by asking one simple question. How likely is it that you would recommend brand or company X to a friend or colleague? Following the question is a consistent scale with a range from zero to 10, zero being not at all likely, five being neutral, and 10 being extremely likely. This simple question provides fantastic insight into customer loyalty and eliminates long and complicated surveys that most people ignore. The idea was introduced by Fred Reichheld in 2003 through a "Harvard Business Review" article. Reichheld invested two years into research, linking survey responses with actual customer behavior. And the results revealed the true value of NPS. This one question about a customer's willingness to recommend a product or service reveals their true loyalty. Based on the score a customer indicates, they'll fall into one of…
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