The Net Promoter System explained

The Net Promoter System (or NPS) is the global standard in customer and client loyalty measurement.

August 1, 2023

One simple question

The founders of the Net Promoter System, Bain & Co and Fred Reichheld, found that this simple question was the single best predictor of client loyalty.

Net Promoter Score

NPS sorts clients into categories; promoter, neutral (sometimes called 'passive') and detractor. The percentage of promoters minus the percentage of detractors produces a Net Promoter Score (NPS). A positive NPS means you have more promoter clients than detractor clients. A negative NPS means that you have more detractor clients than promoter clients.

Client feedback and improvement areas

NPS captures important verbatim feedback from clients; positive feedback on what they love and why they recommend you to others, as well as constructive feedback on where you can improve.

A powerful metric

Measure your NPS by key client value segment or by division or by staff members. Set targets to drive improvements into the future.

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