NPS is a metric that holds companies and employees accountable for how they treat customers by measuring the proportion of customers that would highly recommend the company (“Promoters”) minus the number of customers who would not recommend it (“Detractors”).
The Net Promoter Score is not a traditional customer satisfaction framework. Its data is used to develop an actionable plan to drive improvements in customer service loyalty, generally has total commitment from management and since the company acts on customer feedback, sustainable profitable growth is a distinct possibility!
The link between customer loyalty and true sustainable organic growth is well established which provides companies with powerful measurable financial incentives. But unlike financial accounting rules that tempt companies to chase short-term profits at the expense of customer loyalty via the Net Promoter Score framework which requires and inspires organizations to make it right for its customers and employees. It is the business equivalent of the Golden Rule: treat others, as you yourself would want to be treated.