Why to track NPS scores
Pieter Koenis - January 27, 2020
Do you track NPS scores? 😃😐😡
Why? What does the number tell you? And, how does the number help you to create a better experience for your customer?
To quote Fred Reichheld himself (the Creator of the Net Promoter System):
“The goal of the Net Promoter System is not to increase your Net Promoter Score. The goal is to increase the number of customer lives you enrich on a sustainable basis. After all, the ultimate objective, the purpose of any great organisation, is to improve people’s lives.”