O'Reilly logo

25 Need-To-Know Key Performance Indicators by Bernard Marr

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 1

Net promoter score (NPS)

  • Why: To better understand customer satisfaction
  • What: To measure how satisfied your customers are
  • When: When customer satisfaction, repeat customers and positive recommendations matter
  • The question this indicator helps you to answer: to what extent would customers recommend our company to their friends?

Why does this KPI matter?

Understanding how satisfied and therefore how loyal your customers might be is important for any company because happy and returning customers are likely to grow future revenues and profits.

The problem is that most customer surveys are complex, expensive and hard to interpret. In response to this, the net promoter score (NPS) was developed as ‘the one number you need to know’ based ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required