In 2003, Fred Reichheld, a partner at Bain & Company, created a new way of measuring how well an organization treats the people whose lives it affects—how well it generates relationships worthy of loyalty.
He called that metric the Net Promoter ScoreSM, or NPS®.
He shared the methodology so anyone could apply it.
Over time, each organization developed and expanded it. They improved the methodology. They extended its use beyond customers, applying it to help build employee engagement and commitment. They discovered new methods to broaden its impact, not just to measure customer loyalty but to transform their organizations.