Marketing
Net promoter score (NPS)
Helps managers answer: To what extent are our customers satisfied and loyal?
Read article
keymodelsAll comparisons
Compare
Net promoter score (NPS) vs Net Promoter Score®
The corpus marks this as a duplicate or close editorial overlap. Use the comparison to preserve provenance and decide which public article treatment is the better starting point.
Close overlapAnalytics & MeasurementAnalytics & MeasurementFinance
Marketing
Net Promoter Score®
A tool for driving customer excellence.
Read articleChoice logic
Use this when.
Answer: “To what extent are our customers willing to recommend us?”
To track recommendation intent and support customer experience improvement.
Extracted signals
Strengths, limits, and pitfalls.
Net promoter score (NPS)
- Ask what the customer particularly values and what one thing should improve. Use the answer to prioritise service changes, and test whether those changes affect behaviour as well as the score. Preserve the 9–10 promoter and 0–6 detractor thresholds when comparing waves.
Watch for
- Grouping responses can hide distribution shifts and increase uncertainty.
Net Promoter Score®
- Track NPS with the full distribution, uncertainty, response rate and customer comments. Assign improvement owners to recurring themes and verify whether behaviour changes.
- A historical case describes Molson Coors’s UK distribution division. In 2011 it sought to become customers’ first choice and asked how likely they were to recommend the company after a recent transaction. Short telephone interviews, verbatim feedback, audio excerpts and quarterly reviews connected the score with action.
Watch for
- The score is easy to game and easy to overinterpret. Do not coach for the top 10 point category, compare unlike samples, or claim that a rating on its 10 point scale is the single truth about loyalty.
Read next
Open the full model articles.
Each comparison links back to the full articles so you can inspect examples, steps, caveats, and related templates before choosing.
Application bridge
Related templates.
Contracts Management PlanContracts Management Plan Purpose. Use this plan to define how programme-level contracts will be administered from award through closure. Its purpose is to ensure that contracted deliverables and services meet cost, schedule, benefit and quality requirements while both buyer and seller fulfil their obligations. Application. The plan builds on the procurement management plan and may be maintained aInterface Management PlanInterface Management Plan Purpose. Use this plan to identify and manage the organisational, technical, interpersonal, logistical and political interfaces within the programme, across its portfolio and with external parties. It turns interrelationships and interdependencies into named controls, owners and risks rather than leaving them between component boundaries. Application. Develop the plan earProgram Quality ChecklistProgram Quality Checklist Purpose. Use this checklist to gather consistent evidence about the quality of programme deliverables, services, management outcomes and cost or schedule performance. Application. It can structure a quality review meeting or inform questions for sponsors, customers, beneficiaries and end users. Tailor each verification question to a defined requirement or acceptance criteBenefits Realization ReportBenefits Realization Report Purpose. Use this report to show which programme benefits were realised during a defined period, which expected benefits were delayed or missed, and which new benefits have emerged. Each entry should trace to the business case and benefits-realisation plan so decision-makers can distinguish delivered value from completed activity. Application. Benefits become meaningful