Net Promoter Debate: The Measurement and Meaning of Customer Loyalty (Free White Paper)

The Net Promoter Score (NPS) is used by many of today’s top businesses to monitor and manage customer relationships. Fred Reichheld and his co-developers of the NPS say that a single survey question, “How likely are you to recommend Company Name to a friend or colleague?”, on which the NPS is based, is the only loyalty metric companies need to grow their company. Despite its widespread adoption by such companies as General Electric, Intuit, T-Mobile, Charles Schwab, and Enterprise, the NPS is now at the center of a debate regarding its merits.

I have conducted some research on the Net Promoter Score (NPS). Turns out, the claims of the NPS developers are grossly overstated and misleading. I have summarized my findings (along with the current research on the topic) in a free white paper. You can download a free copy of the white paper by clicking the link below.

Free white paper on NPS debate

Bob