In 2003, Fred Reichheld, a partner at Bain & Company, created the net promoter score (NPS). The metric is used in customer experience groups to measure the loyalty of a customer to a product or company.
Last month, No Jitter posted Dave Michels’ “Organizations Should Focus on NPS,” a piece enumerating the virtues of net promoter score and concluding, “As a single metric, NPS holds the key to growth and its impact is both straightforward and significant. There’s simply no need to add complexity or pay for advanced tools.”
