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Net Promoter Score

What is Net Promoter Score (NPS)? Net Promoter, developed by Satmetrix, Bain & Company, and Fred Reichheld, is now the worldwide standard for organizations to measure, understand, and improve their customer experience. NPS is a management tool that gauges customer satisfaction toward a brand. Net Promoter is a management philosophy: both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. NPS is a straightforward metric that helps companies and every employee understand and be accountable for how they engage with customers and can be used as a form of member satisfaction feedback and for event/program evaluation. From The Net Promoter System, the official NPS site.

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Business Guides and Resources


The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World - In this expanded edition by Fred Reichheld, the author explains how practitioners have built Net Promoter into a full-fledged management system that drives financial and competitive results.
  • Read more about Fred Reichheld Fred Reichheld and his work with the NPS system.



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Last updated: 6/18/2018

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