What is the net promoter score?
A net promoter score is a metric that determines customer satisfaction and customer loyalty by gaining customer feedback. It is a simple survey question that asks respondents a single question:
“On a scale of 0 to 10, how likely are you to recommend this product/company to a friend or colleague?”
The NPS system was developed by Fred Reichheld, who worked for Bain & Company, Inc. and is famous for his book The Ultimate Question. The NPS survey can provide a benchmark to understand general customer sentiment. The NPS score can help brands determine new strategies for business growth, customer retention, and gaining new customers. Furthermore, it can often predict future business growth. For example, a higher score may reveal that you are likely to get referrals from your existing customer base who are on the frontline of essential advertising and advocating for your brand in real-time.