Net Promoter Score: The Magic Number

By Dr Sanjit Kumar Dash, Asst.Professor of WSB

A client loyalty metric created by Frederick R. Reichheld of Bain and Company and Satmetrix is known as Net Promoter Score (NPS). Reichheld has written about NPS in his article “One Number You Need to Grow” published by Harvard Business Review in 2003. Brand Loyalty and Customer Satisfaction can be assessed using NPS. Clients are surveyed and asked to rate on an eleven-point scale how likely they are to recommend the organization or brand to a another user. NPS is an administration apparatus that can be utilized to check the loyalty of a company’s clients.

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