Inc. Magazine

What the Inventor of the Net Promoter Score Has Learned About Measuring Business Success

The greatest returns come from the happiest customers.

By Fred Reichheld

min read


In 2003, I invented the Net Promoter score as a way to measure how well companies generate loyalty among customers. Almost two decades later, I still believe in Net Promoter scores: The growing body of data that we're accumulating at Bain & Company reinforces the idea that customer-first business practices are creating incredible value—and that the most successful digital revolutionaries use their understanding of their customers to inspire learning and growth in their organizations. Read the article in Inc. Magazine (subscription may be required).

In 2003, I invented the Net Promoter score as a way to measure how well companies generate loyalty among customers. Almost two decades later, I still believe in Net Promoter scores: The growing body of data that we're accumulating at Bain & Company reinforces the idea that customer-first business practices are creating incredible value—and that the most successful digital revolutionaries use their understanding of their customers to inspire learning and growth in their organizations.

Read the article in Inc. Magazine (subscription may be required).