Knowledge base · Strategy & growth
NPS
The Net Promoter Score measures with one question how likely customers are to recommend you, on a scale of zero to ten.
Promoters, nines and tens, minus the detractors, sixes and lower, form your score. Simple, comparable and surprisingly predictive of word-of-mouth growth.
The score is the start; the follow-up question is the value: why this number? That is where the improvements hide that no dashboard shows.
Measure it consistently at fixed moments. A single measurement is a selfie; a series of measurements is a film.
How we do it
We build NPS measurements at fixed moments in the customer journey and feed the explanations back into improvement.
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