Larry Weidman Reading Material

~ Tuesday, January 18 ~
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What is Net Promoter Score (NPS) and how is it used?

by Adil Wali

“Net Promoter Score is a system of measuring customer loyalty that was introduced by Fred Reichheld in a 2003 Harvard Business Review article, “The One Number You Need to Grow”and further elaborated upon in his book titled, The Ultimate Question: Driving Good Profits and True Growth.

Reichheld categorizes responses to that question as follows:

  • Promoters are those who respond with a rating of 9 or 10.
  • Passives are those responding with a rating of 7 or 8.
  • Detractors are those who answer 0-6.

The Net Promoter Score is obtained by taking the percentage of Promoters and subtracting the percentage of Detractors. The passives are ignored.”