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

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.