Wat is NPS

There are different types of Customer Experience KPIs – CX KPIs – in the form of enthusiasm, loyalty and satisfaction, for example. A widely used CX KPI is the Net Promoter Score (NPS).

Net Promoter Score (NPS) is a research method developed in 2003 by Satmetrix, Bain & Company and Fred Reichheld. Instead of having customers fill out endless questionnaires, they came up with a method where the customer only has to answer a few questions, but as an organization you can still get an awful lot of information out of it.

Within the NPS there is one ultimate question, namely customer loyalty. The central question is:

‘How likely would you be to recommend product/service/company X to friends or family?’