Contemplating adopting the entire system or a part of it? Lay down a solid education program covering the concepts in this primer to give the program a fighting chance.
Frederick F. Reichheld, a Boston-based author and director emeritus at Bain & Company, conducted research for two years culminating in the 2003 Harvard Business Review paper The One Number You Need to Grow Frederick F. Reichheld 12/03. “The objective was to “link[ed] survey responses with actual customer behavior — purchasing patterns and referrals — and ultimately with company growth.” The results were “clear yet counterintuitive” pointing to a certain process that predicts business performance from satisfaction.
These insights led to the metric, Net Promoter Score®, evolving into the Net Promoter System® practice discussed in the best-selling follow-on book series The Ultimate Question… Continue reading “Primer on NPS®”