NPS™ is a branded term owned by Bain & Company that is used to gauge customer loyalty as a single-question metric. NPS™ measures a person’s loyalty as indicated by the likelihood to recommend a particular provider, company, or other items. With the NPS™ approach, respondents are classified as Promoters, Passives, or Detractors based on their responses to a likelihood to recommend question (usually on an 11-point scale). NPS is very commonly used, especially in consumer goods. Market research professionals often debate the pros and cons of NPS. “Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
See also: CX and NPS: With Jeffrey Henning
Example: It’s Time to Retire the Net Promoter Score (And What to Replace it With)
Example: The One Number You Need to Grow
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