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Posted: Sep 15, 2014

Business People TalkingWhat does NPS stand for?  

NPS is an abbreviation for Net Promoter Score. Occasionally I have heard NPS stand for Net Promoter System or Net Promoter Survey, however the proper acronym that is generally accepted is Net Promoter Score.

What is Net Promoter Score?

Net Promoter Score is a customer loyalty metric developed by Fred Reincheld, Bain and Company along with Satmetrix.  It was published in the 2003 Harvard Business Review entitled “One Number You Need to Grow.” In short it is the metric that measures how happy your users are with your website and therefore how likely they are to recommend you.  Hence the name “Net Promoter Score”.

A lot of time is invested tracking and analyzing how to improve critical needles such as revenue, installs, daily users, etc… Yet too often there is very little insight into exactly what your users think and feel about your site.  That is where NPS comes in.

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