Net Promoter Score (NPS) Whitepaper

We have been implementing Net Promoter Score ® in Australia for about 6 years and we talk to lots of people about NPS and NPS scores. Over the years we've find that there are many mis-conceptions about this tool. So we put together this introduction to Net Promoter Score to answer the questions that we hear on a regualr basis.

This white paper covers:

• What is NPS?
• Where did Net Promoter Score come from?
• What is the Net Promoter Score calculation
• What's wrong with using Customer Satisfaction?
• Why is net promoter such a big deal?
• So who uses NPS in their business?
• How can you use NPS scores to improve your business?
• Net Promoter Score Benchmark -- what is a good NPS score?
• Some additional FAQs to answer the questions we hear most often.

Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld