ADMS 2600 Lecture Notes - Lecture 1: Net Promoter, Bain & Company, Forbes
16 Feb 2018
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That is the basic net promoter score (also known as nps) question that was created by fred reicheld and bain & company. I"ve always found it to be powerful survey question to determine overall customer sentiment. First, you should know that i"m a fan of nps. I like simple surveys that provide broad insight. From the broader information, we can go vertical and gather specific feedback. My experience is that most customers will take the short nps survey. They may even answer another question or two. That is important feedback that any company can use. Before we go further, let"s make sure everyone understands how an nps score is calculated. The score, on a scale of one to 10, falls into three groups. If a customer scores you as a nine or a 10, they are promoters. If they score you as a seven or an eight, they are passive.
