What we know about the Net Promoter Score (NPS)

Surveys and summarises guidance and reading on the topic of NPS, a measure of customer satisfaction and a useful metric for evaluating brand health.

Based on work by Fred Reichheld (Bain & Co) Net Promoter Score (NPS) is a metric that companies use to measure customer satisfaction and, in turn, to inform issues such as brand health and growth potential. It is a score that is relatively low co