The Customer Confidential Podcast
People like to ask about the significance of the likelihood-to-recommend question—“how likely would you be to recommend a product or service to a friend?”— and why it was chosen over others.
The answer is simple: It offered the best prediction of consumer behavior in early testing. In other words, customers who give a strong ratings are more likely to buy the product again and promote the product to their friends.
By focusing on a single question, the Net Promoter System® eliminates unnecessary complexity. In this short episode of the podcast, Fred Reichheld and I discuss the origins of the system’s central question. You can listen to the short on iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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