The Net Promoter System is about creating a culture in which companies make better decisions on behalf of their customers. The only way to do that is to get reliable feedback from customers, says Rob Markey, global practice leader of Bain's Customer Strategy & Marketing practice, in this short video.
Read the Bain Brief: Creating a reliable metric
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Rob Markey and members of Bain's Customer Strategy & Marketing practice discuss key concepts and best practices of Net Promoter System in these short videos.