Net Promoter 3.0
by Fred Reichheld, Darci Darnell, and Maureen Burns
ON A SCALE FROM 0 TO 10, how likely would you be to recommend our company to a friend?
As a consumer, you’ve probably encountered this sort of question dozens of times—after an online purchase, at the end of a customer service interaction, or even after a hospital stay. And if you work at one of the thousands of companies that ask this question of their customers, you’re familiar with the Net Promoter System (NPS), which Reichheld invented and first wrote about in HBR almost 20 years ago. (See “The One Number You Need to Grow,” December 2003.) Since then, NPS has spread rapidly around the world. It has become the predominant customer success framework—used today by two-thirds ...
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