#fredreichheld

The acronym 'NPS' is commonly familiar to public investors and financially savvy people, referring to the National Pension Scheme. But in the business world, the term 'NPS' stands for Net Promoter Score, a customer satisfaction benchmark that companies use to measure, evaluate, and improve customer loyalty. In 2003, Fred Reichheld of Bain & Company created the Net Promoter Score (NPS) system. It is designed based on a two-minute survey consisting of two questionnaires that help a company get a pulse on their customers.