“Net Promoter Score,” also known as NPS, is the metric of choice for measuring customer loyalty. The magic lies in the answer to one simple question you’ll find on almost every company survey: “How likely are you to recommend us to a friend or colleague?”
NPS is based on the idea that customers come in one of three flavors: Promoters, Passives, and Detractors. Promoters are loyal consumer advocates, ready and willing to sing your praises. Passives are those who are content, but not enthusiastic, and are easily wooed by the competition. Detractors are people who have found reason to dislike your company and/or your product. By attaching a score to each of these segments, you can see where customers fall on that continuum on a scale of 0 to 10, and track the efficacy of your customer outreach efforts.
Where does Customer Success fit in to this equation? How about everywhere.
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