What Is Net Promoter Score — And Is It Worth Tracking? Let’s Talk Pros and Cons

When a friend or colleague takes the time to tell you about a product or service, you probably listen. Word of mouth is the most common way people hear about brands. But how do you know if existing customers like your company enough to recommend it to their friends? One way to find out is by tracking your Net Promoter Score (NPS). 

But is NPS really the best way to measure customer loyalty? Some service leaders aren’t so sure. We wanted to explore the pros and cons of this popular (and sometimes controversial) metric by reviewing what it is, why it’s important, and why some Service Trailblazers choose to measure loyalty in other ways. 

Table of contents What is a Net Promoter Score?  How to calculate Net Promoter Score Why is Net Promoter Score important? Where does Net Promoter Score fall short? How to improve your Net Promoter