NPS also stands for the Net Promoter System®, a trademarked system and framework that was built around the Net Promoter Score, a model that essentially tries to tie a corporation’s bottom line with its customer happiness and satisfaction with the company’s product and services, and aims at managing corporate profits and sustainability through a customer experience lens.
The Score and the System were developed by Fred Reichheld, the head of the customer loyalty practice at Bain & Co, a for-profit top-tier management and strategy consulting firm, along with his team.
The Net Promoter System is a model so like any model it’s imperfect. Certainly, there is more to profit than customer happiness, but Bain proved NPS to be a good proxy for it in many cases. The simplicity and intuitive nature of Net Promoter Score sparked its worldwide popularity.
See ROI in Half the Time
InMoment’s integrated CX approach increases customer lifetime value and bottom line performance in just 12 months, significantly faster than the industry average of 25 months!
