What Is the Net Promoter System?

What Is the Net Promoter System?

Net Promoter® is more than a score—it's a way of doing business.

What Is the Net Promoter System?

The Net Promoter System (NPS®) requires every level of the organization be rigorously, consistently focused on the quality of customer and employee relationships first. Installing the Net Promoter System requires a strategic commitment by company leadership, because it defines cultural values and core economics that affect every part of the business system. Here's how it works:

The link between customer loyalty and true, sustainable, organic growth is well established, and provides companies with powerful, measurable financial incentives to install the Net Promoter System. But unlike financial accounting rules that tempt companies to chase short-term profits at the expense of customer loyalty, the Net Promoter System requires—and inspires—an entire organization to do right by its customers and employees. It is the business equivalent of the Golden Rule: Treat others as you yourself would want to be treated.

Judging from the "core value" statements in most annual reports, the vast majority of business leaders want their company to grow by enriching the lives of their customers and employees. The Net Promoter System is a practical framework for doing exactly that.

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