The Net Promoter Score (NPS)
The Net Promoter Score (NPS®) is a simple way to measure the customer loyalty of an organization.
The method was developed in 2003 by management consultant Fred Reichheld from Bain & Company. The goal is to provide insight into customer loyalty and targeted steps to improve it. Various studies show that organizations with a high NPS have more loyal customers, with a higher percentage of repeat purchases.
To determine the NPS, we ask customers to what extent they would recommend a particular organization, product or service to others (friends, colleagues, and family).