About NPS

About NPS

The Net Promoter System creates a culture focused on earning the passionate loyalty of customers while inspiring the energy, enthusiasm and creativity of employees to accelerate profitable, sustainable organic growth.

About NPS

In 2003, Fred Reichheld, a partner at Bain & Company, created a new way of measuring how well an organization treats the people whose lives it affects—how well it generates relationships worthy of loyalty.

He called that metric the Net Promoter ScoreSM, or NPS®. 

He shared the methodology so anyone could apply it.

Over time, each one developed and expanded it. They improved the methodology. They extended its use beyond customers, applying it to help build employee engagement and commitment. They discovered new methods to broaden its impact, not just to measure customer loyalty but to transform their organizations.

The Evolution of NPS

The Evolution of NPS

The Measurement

Plants

The One Number You Need to Grow

If growth is what you're after, you won't learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you.

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NPS 1.0: The Movement

The Ultimate Question

The Ultimate Question

Leading firms rigorously measure Net Promoter statistics to transform ordinary customers into promoters.

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NPS 2.0: The System

The Ultimate Question 2.0

The Ultimate Question 2.0

A No. 1 best seller, The Ultimate Question 2.0 showcases leading brands that are using the Net Promoter System to revolutionize the customer experience.

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NPS 3.0: The Golden Rule

Winning on Purpose

Winning on Purpose demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Because when customers feel this love, they come back for more and bring their friends—generating good profits.

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As organizations developed and shared their experiences with Net Promoter,NPS itself evolved into much more than a metric. Today, the best, loyalty-leading companies use the Net Promoter System, a management system that fosters customer-centric disciplines, to guide the entire way they do business.   

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