info@ceoworld.biz
Sunday, February 25, 2024
CEOWORLD magazine - Latest - Success and Leadership - The Net Promoter Score (NPS) – Let’s Agree It’s Not Actually About the Score

Success and Leadership

The Net Promoter Score (NPS) – Let’s Agree It’s Not Actually About the Score

Joseph Michelli

A Need to Measure: How does a business know if its customers are likely to repurchase or send their friends?

The answer usually involves the Net Promoter Score™ or NPS.

As you likely know, the NPS was created by Fred Reichheld as part of his work with the consulting group Bain & Company. Fred refers to the single question used to calculate NPS as the Ultimate Question.

The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

So, what is that “Ultimate Question?”

On a scale of 0-10, how likely are you to recommend ________ company to a friend or colleague?

The Net Promoter Score

The Net Promoter Score is calculated by subtracting the percentage of people in the detractor category (people who answer the NPS question with a 0-6) from the percentage in the promoter category (people who answer 9 or 10).

For me, the NPS approach is more of a categorization SYSTEM than a SCORE.

It’s important to categorize customers who are PROMOTERS accurately because

The Risk of Emphasizing the Score

Unfortunately, because many people think the NPS (and other engagement metrics) are about the score, they end up with distorted information.

Here’s an excellent example from my friend and former team member Ryan Walsh (Program Manager – Loyalty Program Strategy at Albertsons Companies). Ryan received this after a visit to McDonald’s.

For the sake of this post, let’s assume that the register receipt led to an NPS question, and Ryan gave a 10 rating. Do you think he would be accurately categorized as a PROMOTER?

In next month’s newsletter, I’ll address ways to get accurate categorizations on the NPS and how to get your PROMOTERS to refer their friends.

For now, I hope we can agree the NPS is NOT actually about the SCORE.


Written by Joseph Michelli, Ph.D.
Have you read?
Best Business Schools In The World For 2022.
Best Fashion Schools In The World For 2022.
Best Hospitality And Hotel Management Schools In The World For 2022.
Best Medical Schools In The World For 2022.
The World’s Best Universities For Doctor of Business Administration (DBA), 2022.


Add CEOWORLD magazine to your Google News feed.
Follow CEOWORLD magazine headlines on: Google News, LinkedIn, Twitter, and Facebook.
Thank you for supporting our journalism. Subscribe here.
For media queries, please contact: info@ceoworld.biz
CEOWORLD magazine - Latest - Success and Leadership - The Net Promoter Score (NPS) – Let’s Agree It’s Not Actually About the Score
Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience.


Joseph Michelli, Ph.D., is an opinion columnist and Executive Council member at the CEOWORLD magazine. You can follow him on LinkedIn, for more information, visit the author’s website CLICK HERE.