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 ...
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