Net Promoter score® - Why One Number is not Enough

The standard Net Promoter approach includes two questions. The first asks an individual the likelihood of them recommending your organisation, the second asks the individual to justify their score.

In this thought-provoking paper Clicktools outline why whilst one number is an effective measure of customer loyalty, understanding how to improve customer loyalty requires a little more. David Jackson (Clicktools MD) explains why one number isn’t enough and details the steps required to use Net Promoter as part of an approach to measure and improve customer loyalty.

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Net Promoter is a registered trademark of Fred Reichheld, Bain & Co, and Satmetrix Systems