Net Promoter Score (NPS)

By: A Staff Writer

Updated on: Jul 19, 2024

What: Measures customer loyalty with the question “How likely are you to recommend us?” Scores range from -100 to +100.

Who: Fred Reichheld of Bain & Company in 2003.

Why: It’s a simple yet powerful metric, giving entrepreneurs a quick pulse check on customer sentiment.

When: Regularly (even after every transaction) to track trends, or after major changes that might impact loyalty.

How:

1. 1. Send a one-question survey with the 0-10 rating scale.
   2. Detractors (low scores) deserve urgent attention.