Visualizes customer experience from their perspective across brand interactions. Forces companies to understand customer experience versus their own perception. Helps identify areas where expectations aren't met or customer experience is frustrating
NPS measures customer experience quality based on likelihood to recommend. Score ranges from -100 to 100, indicating brand happiness. Calculated by subtracting percentage of detractors from promoters
Marshall Field, Harry Gordon Selfridge and John Wanamaker popularized this motto. First printed mention in Boston Globe about Field in 1905. Ritz's "le client n'a jamais tort" first recorded in 1908
NPS measures likelihood of recommending company through single survey question. Respondents categorized as promoters (9-10), passives (7-8), or detractors (6 or lower). Score calculated by subtracting percentage of detractors from promoters. Core question often includes "Why?" and sometimes "driver" questions
NPS measures customer loyalty by assessing likelihood of recommending business. Customers rate on 0-10 scale, with 9-10 being promoters, 7-8 passives, 0-6 detractors. NPS ranges from -100 to 100, with higher scores indicating better loyalty
NPS measures customer satisfaction and loyalty created by Bain & Company in 2003. Customers rate likelihood to recommend on 0-10 scale. Scores above 0 are good, above 20 great, above 50 amazing