Net Promoter Score (NPS) is a common metric in customer experience programs. Organizations can apply NPS in a variety of ways, including a relationship metric or transactional feedback.
According to Bain & Company, organizations with industry-leading Net Promoter Scores outgrow competing companies by more than double. http://canalsideconferencecentre.co.uk/juniper-room/ Organizations can apply NPS data in a variety of ways, including a relationship metric or transactional feedback.
What is NPS?
Initially created in 2003 by Bain & Company, NPS has become a standard metric to measure customer loyalty. NPS gained popularity due to its simplicity. You can calculate loyalty by asking one simple question:
How likely is it that you would recommend [Organisation X/Product Y/Service Z] to a friend or colleague?
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