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Is Net Promoter Score Still Useful?
Since it was first discussed in the Harvard Business Review in 2003, the Net Promoter Score (NPS) has been a crucial metric ...
CRN3y
What does a Net Promoter Score really say about an MSP?
Net Promoter Scores (NPS) first became popularised in the 2000s. In a 2003 article in the Harvard Business Review titled "The One Number You Need to Grow", the scoring systems' founder, Frederick ...
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This Popular Way of Measuring Product Success Isn't Telling You the Whole Story — Here's What to Track Instead
The most popular product metric is the Net Promoter Score (NPS). It's slapped on dashboards ... The crazy thing about this formula is the "detractors" bucket. A customer rating a zero is placed ...
Warc1y
An empirical study of the relationship between perceived value and the net promoter score: Application to specialized retail chains
More than two-thirds of the Fortune 1000 companies use the Net Promoter Score (NPS), making it one of the most widely recognized and commonly used metrics among practitioners (Baehre et al., 2022, ...
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The Net Promoter Score interrogated through a services marketing lens: Review and recommendations for service organizations
Since its introduction by Reichheld in 2003, organizations have swooped around the Net Promoter Score (NPS) (Lewis & Mehmet, 2020). NPS is based on a question reflecting customers' self-reported ...