Known most commonly as NPS®, Net Promoter Score® is probably the most popular metric in customer experience and customer service.

The Net Promoter Score measures the answer to a single customer survey question: How likely is it that you would recommend [brand/product/service] to a friend or colleague?

The concept of NPS was first proposed in 2003 by Fred Reichheld in his in his Harvard Business Review article, The One Number You Need to Grow. ([ Ссылка ])

If you are involved in measuring or providing customer experiences in any way, NPS is a concept you should be familiar with.

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