As the Harvard Business Review reported, companies like Philips have used an NPS in order to “to try to become an outside-in, customer-focused organization.” The NPS has “deepened our focus on organizing ourselves around the needs and expectations of our markets.” Other brands that have used an NPS include Delta Airlines, Dupont, Neiman Marcus, PayPal, Comcast, Medtronic, and many more.
Impact on Business Decisions
The main advantage of the NPS is that it allows companies to think about metrics that come from its own customers. Of course, revenue is the ultimate metric, but revenue is a lagging indicator and not necessarily a good one when it comes to forecasting future growth. You cannot do anything about last quarter’s results. With an NPS in place, a business might be able to improve next quarter’s revenue and, in the process, make its customer base happier and more loyal to the brand.