Chosun Ilbo

Companies think their customers are satisfied, but they're wrong!

What is the Net Promoter Score? When it is difficult to predict consumer behavior based on customer satisfaction survey results, simply ask the question, "Would you recommend us to a friend?"

By Jitaek Chung

First published on octubre 14, 2006
min read


What is the Net Promoter Score? When it is difficult to predict consumer behavior based on customer satisfaction survey results, simply ask the question, "Would you recommend us to a friend?" Customers who recommend a product/service to others are considered loyal. Creating more loyal customers should be the goal of all companies. Andy Taylor, the CEO of Enterprise Rent-A-Car, a No.1 rental car company in the US said, "The only way to grow a business is to get customers to come back for more and tell their friends". At this time, the Net Promoter Score is calculated by deducting the share of "detractors" from the share of "promoters". Download PDF

What is the Net Promoter Score? When it is difficult to predict consumer behavior based on customer satisfaction survey results, simply ask the question, "Would you recommend us to a friend?" Customers who recommend a product/service to others are considered loyal. Creating more loyal customers should be the goal of all companies. Andy Taylor, the CEO of Enterprise Rent-A-Car, a No.1 rental car company in the US said, "The only way to grow a business is to get customers to come back for more and tell their friends". At this time, the Net Promoter Score is calculated by deducting the share of "detractors" from the share of "promoters".

Download PDF