The NPS, or Net Promoter Score, is an indicator that measures customer loyalty. Created in 2003 by Fred Reichheld, consultant at Bain & Company, it is based on an assessment of the customers likelihood to recommend, usually accompanied by a question such as Which elements motivated your rating ?. The customer is asked to give a score between 0 and 10, according to which he will be classified into one of the 3 following categories : promoter if the score is 9 or 10, passive if the score is 7 or 8, or detractor if it is between 0 and 6.
Voting 0
