The loyalty metric

NPS - Net Promoter Score

There are many ways of measuring customer satisfaction. I like a metric called NPS (Net Promoter Score). This metric has come up for the first time in 2003, in a Harvard Business Review article written by Fred Reichheld, a consultant at Bain & Company, a renowned American consultancy company. In 2006, Reichheld wrote a book called The Ultimate Question that had a second edition published in 2011, containing the lessons learned through the years.

Closing the loop: from information to action

The big problem here is that a number alone doesn't solve much. We need to know where to improve, what to do so the promoters continue to promote our company and services, and what motivated the detractors to give us a low score. To get this information, Fred Reichheld recommends to add one more question to the survey:

Tip: internal NPS

An interesting suggestion on the book is to measure the employees' NPS, that is, in a scale from 0 to 10, how much this employee would recommend your company for a friend to work there. This questionnaire would have to be anonymous to make the employees comfortable while making comments on any problem they have within the company.

Lean Product Secrets

The Lean Product Secrets brings together the hands-on experience of three successful digital products enthusiastic. Get to know their secrets for idealizing and evolving products, and their combined experience on Design Thinking, Lean StartUp, and Product Lifecycle Management.



Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Joca Torres

Joca Torres

Digital product development advisor, coach, and board member. Also an open water swimmer and ukulelist.