Net Promoter Score and Its Successful Application

Abstract

This essay is about NPS, or the Net Promoter Score. It is a methodology for measuring, and acting upon, customer perceptions of your brand, and it is incredibly popular among companies of all sizes and geographies. As part of the team that “invented” this methodology (if you can invent such a thing) we are excited by the fact that this approach has caught the imagination of so many. But equally, we are often disappointed by the results firms achieve. So, this is not a chapter about easy paths to success, but about the lessons learnt (often from failure) and the potential unrealized of what is still a foundational business concept: it is your loyal customers that grow your business.