Definition: A metric used by companies to measure customer loyalty and satisfaction by asking the question “On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?” and then basing a company’s success on the percentage of customers who respond with a 9 or 10.
Basically, it’s a way for companies to pretend they care about customer feedback while ignoring everything but the most glowing responses.
Use It In a Sentence: Oh sure, let’s base our entire customer satisfaction strategy on the Net Promoter Score, because who needs nuanced feedback when we can just focus on the percentage of people who gave us a 9 or 10.
More Definitions: A/B Testing Definition, Metronoming Definition, Drilling Down Definition
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