With the introduction of the Net Promoter Score® more than a decade ago, companies gained a radically simple way to gauge customer sentiment. But the score soon evolved as companies developed processes to act on the feedback they collected and improve the customer experience. The Net Promoter System is now a management philosophy that companies around the world use to earn the passionate loyalty of customers and employees. In this brief video, Rob Markey, global practice leader of Bain's Customer Strategy and Marketing practice, explains the system's origins.
Read the Bain Brief: Introducing the Net Promoter System
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.