The Ultimate Question 2.0 by Fred Reichheld

So what is this ‘ultimate question’? You might have heard it called the Net Promoter Score, or NPS for short. This idea came out in 2003 and got a lot of companies thinking about their customer loyalty. There was such a following that there’s even a user group called the NPS Loyalty Forum; and they even have annual meetings!

The ultimate question: On a scale of 1 to 10, how likely is it that you would recommend this company, or this product or service, to a friend or colleague? Scores between 1 and 6 are considered Detractors; scores between 7 and 8 are considered Passives; and scores between 9 and 10 are Promoters.

To get your Net Promoter Score, you ‘throw out’ the Passives, then take the Promoters less the Detractors; that’s the NPS score.

The goal is to first understand how your clients view your company/service/product, so there’s a follow up question: What is the primary reason for the score you just gave? This feedback helps you understand what your customers want/need from you. There are great stories of companies who have used NPS. Lots of good takeaways; recommended! – CMW