Yaroslav Danylchenko/Stocksy
Summary.
In the realm of customer feedback metrics, few have garnered as much attention and adoption as the Net Promoter Score (NPS). Introduced two decades ago by Frederick Reichheld in his seminal Harvard Business Review article, “The One Number You Need to Grow,” NPS emerged as a revolutionary approach to capturing and predicting company growth. Heralded for its simplicity — a single question that gauges the likelihood of customers to recommend a product or service to others — it became an instrumental tool for businesses to measure customer feedback. Companies across sectors and regions adopted the metric, finding correlations between high NPS scores and enhanced profitability, retention, and growth.