The Net Promoter SystemSM is about creating a culture in which companies make better decisions on behalf of their customers. The only way to do that is to get reliable feedback from customers, says Rob Markey, global practice leader of Bain's Customer Strategy & Marketing practice, in this short video.
Read the Bain Brief: Creating a reliable metric
Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.