NPS – The Unsung Hero

February 8, 2011 at 8:51 AM 1 comment

Not long ago, in the course of a talk I was giving to a regional marketing association, I asked how many people were using Net Promoter Score (NPS) in marketing efforts with their clients.

Answer: none.

So I asked how many knew what NPS was.

Answer: one.

This surprised me, considering how long the Net Promoter Score has been around, and how effective it’s been demonstrated to be. In fact, I thought that it would be a staple of marketing jargon. Customers might not know about NPS, but marketing people?

I’ve written about NPS before. Here’s a very quick review from that post:

Just a reminder to non-marketing geeks: you get the Net Promoter Score by taking the percentage of people who are highly likely to recommend a company (Promoters), and subtracting those who are unlikely to (Detractors).

Understanding those promoters is the key to building your brand.

It’s up to us as marketing professionals to promote the use of NPS – the correct use – as actively as we can. I’ll talk more about how to do that in my next post.


Entry filed under: Uncategorized. Tags: .

Coffee nerves Your NPS is Not a Vanity Plate

1 Comment Add your own

  • 1. Your NPS is Not a Vanity Plate «  |  February 10, 2011 at 10:03 AM

    […] in – Enterprise Feedback Management or EFM – (he even coined the term) would think that NPS made a big difference. Like me, he gets frustrated that clients don’t use it, and when they do, they tend to misuse […]


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Thompson Morrison

Thompson Morrison

About Thompson

As CEO of FUSE Insight, Thompson Morrison uses powerful new web interviewing technologies to help businesses better align their brand with the needs and aspirations of their customers. Learn more at


"The single most significant strategic strength that an organization can have is not a good strategic plan, but a commitment to strategic listening on the part of every member of the organization." -- Tom Peters



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