What is NPS 3? Since its introduction, in 2003, the Net Promoter System, which measures how consistently brands turn customers into advocates, has become the predominant customer success framework. But as its popularity grew, NPS started to be gamed and misused in ways that hurt its credibility. Unaudited, self-reported Net Promoter Scores undermined the usefulness of NPS.
In order to address this problem, Fred Reichheld, the NPS founder has introduced a hard metric, drawn from accounting results, known as "earned growth rate" that captures the revenue growth generated by returning customers and their referrals.
In this episode we discuss;
The problem with NPS How NPS3 works How to calculate your earned growth rate
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Links:
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