In 2003, Fredrick Reichheld introduced the concept of a Net Promoter Score (NPS) in his Harvard Business Review article titled, The One Number You Need to Grow. The concept while simple, is quite revolutionary. By asking one question, "How likely is it that you would recommend our company to a friend or colleague?" Organizations can get insight into their customers and rank them as Promoters, Passives or Detractors.
Those customers who ranked as a 9 or 10 were given the designation of “Promoters”, meaning they had the highest rate of referral and additional spend with the vendor. Those customers who ranked as a 7