The Net Promoter Methodology was born out of a decade-long research study by a group of independent consultants led by Fred Reicheld of Bain and Company. Reicheld and his team were trying to determine what the key drivers are for growth and profits in a rapidly growing company. What they found was that the best predictor of growth was whether or not you were developing a loyal customer base. From there they set out to define what makes a loyal customer; what they found was that the likelihood to recommend was a key factor in loyalty; thus was born the Net Promoter System and the “ultimate” question which has become so prevalent today.
Watch the following video for a brief yet thorough primer on NPS: