Winning on Purpose

APPENDIX A

Net Promoter 3.0 Checklist

With thousands of firms now utilizing at least some core components of the Net Promoter System, our suite of organizational tools and processes comprising NPS continue to grow and evolve. We at Bain invented only some of the components of this system; we helped launch an open-source movement and integrated the best of what we observed working well at innovative practitioners.

Many of the leading innovators are members in Bain’s NPS Loyalty Forum who regularly share best practices and seek help on their thorniest challenges.¹ This group deserves enormous credit for helping us at Bain understand the essential elements of today’s state of the art.

So, what follows is a summary of the elements that comprise ...