Net Promoter Score, or *NPS as it is abbreviated, is a measure of customer loyalty. It is widely thought that an NPS programme involves a technical system or NPS per se. But this is not the case, it concerns getting the customer insights to flourish in the organization and to use it to drive improvement. Success in this requires the insights to be noted and dealt with.
An NPS programme concerns obtaining a good overview of several parts of the organisation. Everybody has to know what creates value for the customer and there has to be a person with primary responsibility to ensure that the value is created. An NPS programme concerns allowing the insights to flow in from different channels and touch points to a clear recipient – who ensures that improvements are constantly being made – so that customers obtain what they are expecting and have been promised.