Video
Asking the Best Question—Not Just the Right One
Why the Net Promoter System®'s central question yields useful answers that lead to action.
Companies can ask many questions to gauge loyalty, but the ultimate one—how likely is it that you would recommend us to a friend?—was the best predictor of future customer behavior in tests.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
NPS Shorts
Fred Reichheld and Rob Markey, authors of "The Ultimate Question 2.0," discuss the book and the principles of the Net Promoter System®.
January 15, 2013