Measurement & Performance · Customer metrics
Net Promoter Score
NPS · Metric
You need to connect metrics and data to outcomes and management decisions.
Why use it
Connect measurement to actual outcomes and management decisions.
General workflow
- Describe the current situation and the outcome you need.
- Apply Net Promoter Score to the real data, participants, and constraints of the situation.
- Record the conclusion, next action, owner where relevant, and a criterion for checking the result.
This is a brief reference card. The general steps help organize the work but do not replace a detailed guide to the method.
Output
A clearer metric system and management conclusion.