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.
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