Former NYC Mayor Ed Koch often stood at street corners greeting passersby with the slogan “How’m I doin’?” Like politicians, business managers might ask a similar question to quickly gauge the performance of their companies and products.
Is one metric enough?
The Net Promoter Score, or NPS, is based upon one question: How likely is it that you would recommend (a company/product/service) to a friend or colleague?
The Net Promoter Score posits that every company’s customers can be divided into three categories. On an 11-point rating scale from 0 to 10, where 10 is Extremely Likely and 0 is Not at all Likely,