The Customer Confidential Podcast
Asking the Right Question
Rob Markey discusses the origins of the likelihood-to-recommend question with Fred Reichheld, inventor of the Net Promoter Score®.
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.
Tell us what you think
Did you like or dislike the latest podcast? Are there people you'd like to hear Rob interview? Let us know!
Want to hear more from today's loyalty leaders?
Explore more episodes of The Customer Confidential Podcast.
March 16, 2017