Interested in using online surveys to drive business growth? Meet the Net Promoter Score (NPS). Introduced in 2003, this simple survey question gauges overall customer satisfaction and loyalty based ...

Net Promoter Score (NPS) is a straightforward and effective method for businesses to identify promoters and detractors, providing a clear view of their performance from the customer’s perspective. NPS ...

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At least as important as the question is Reichheld’s way of stating the answer. A respondent who gives a 9 or 10 on the scale is a promoter; a 7 or 8 is a passive; a 6 or lower is a detractor.

The “net promoter score” is the latest way to test if your clients are happy. But it can’t replace genuine interaction It’s the end of a project. We think we’ve done a great job, the client and ...

Tim Keiningham says he probably wouldn’t have a job with ‘loyalty’ in the title if it wasn’t for Fred Reichheld: the man who put loyalty on the map. This is just one of the reasons why debunking ...