9.4
Net Promoter Score
A single-question metric scoring likelihood to recommend on a 0–10 scale and reporting the share of promoters minus the share of detractors.
Fred Reichheld, HBR (2003)
What it does
One question producing a recommendation score, giving teams a shared language and a comparable time series.
When it breaks
The growth-prediction claim has been repeatedly refuted. Keiningham et al. examined 21 firms and 15,500+ customer interviews across five industries and found no support for NPS as the best predictor of growth. Correlations were inconsistent and mostly non-significant, and in two of the three US industries Reichheld showcased, ACSI outperformed it. Useful as an internal trend; not an external truth.
Case
Bain's flagship deployment is British Gas Services, which raised Net Promoter from 45% to 75% over two years while complaints fell 75% and bad debts more than 90%. This is vendor-reported: Bain sells the metric. Worth reading immediately before 9.5.
Bain · good profits and growth ↗In the wild
Unchecked · not part of the tier
What people have written about this tool in the last twelve months. A machine found these and nobody has read them. Everything above this line was checked by hand.
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