Net Promoter Score

Net Promoter Score

Introduction

Net promoter metric was developed in 2003. The objective of release was to mark a clear and easy to interpret scoring system. The main advantage of this tool is that it can compare the scores over time and between different industries (Net Promoter, 2013).

Discussion

Net Promoter is a registered trademark of Fred Reichheld, Bain & Company and Satmetrix. It is a very simple tool that can be used as a powerful source to measure the customer loyalty and satisfaction. The most interesting aspect of this tool is that the respondents have to answer only a single question. This ...