September 2012
Intermediate to advanced
376 pages
6h 44m
English
Content preview from Key Performance Indicators (KPI)
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19
Net promoter score (NPS)
Strategic perspective
Customer perspective
Key performance question this indicator helps to answer
To what extent are our customers satisfied and loyal?
Why is this indicator important?
Understanding how satisfied and therefore how loyal your customers might be is important for any company to know 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 on just one simple question: How likely is it that you would recommend [company X or product Y or service Z] to a friend or colleague?
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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