What is the Net Promoter Score?

He is a very simple overview of the Net Promoter customer feedback process.

Net Promoter was first introduced to us in the book by Frederick F. Reichheld titled The Ultimate Question. Since then opinion has been divided on whether Mr Reichheld has indeed found the holy grail of satisfaction survey questions.

The question - and it is really just one question - that he asks us to put to our customers is:

"would you recommend us to a friend/relative?"

The NPS (the Net Promoter Score) is measured over time and improvements made to the service you give.

He believes if you ask this "ultimate question" on a regular basis you will be on "the only path to prosperity and true growth."

That's about it in a nutshell. For more information on Net Promoter check out Mr Reichheld's book "The Ultimate Question".