Delighting Your Business Customers with Self-Service in the Age of Digital Transformation

Leverage NPS to fuel brand advocacy and grow market share

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Making Your Net Promoter Score Work For You

NPS and Digital Transformation for Better Customer Experience

In an age where the customer experience is exalted above most other measures of market success, the NPS metric has been hailed as the de facto standard in measuring a firm’s success. NPS, or Net Promoter Score, is a scale designed to define how likely your customers are to recommend you and fuel your growth by advocating your brand.

Introduced by Fred Reichheld in 2003 in an article in Harvard Business Review, NPS as a management tool was jointly developed by Fred Reichheld, Bain & Company, and Satmetrix. NPS was originally laid out as a better alternative to customer satisfaction research and is said to be correlated to revenue growth.

NPS scale was needed because traditional customer surveys were falling short of their goal — they had too many questions, rarely received meaningful customer responses, and didn’t conclude discernible facts. In short, they were nearly useless for business leaders who wanted to make improvements in customer satisfaction.

Net Promoter Score addressed this problem by asking only one or two questions and computing an aggregate score that is indicative of customer satisfaction. As a very short survey, it gets relatively higher response rates and the aggregating math score and simplicity of it helps CEOs identify and address improvement areas that prior detailed customer satisfaction surveys often missed.