Net promoter score (NPS) is a tool that allows to measure the experience and loyalty of the clients. This is achieved based on a simple question: How likely (from 0 to 10) is that you would recommend the product or service to a colleague or friend?
This indicator presents a good correlation with the growth and revenue of a company, and although there are multidimensional scales 10-15% better than the NPS, the improvements are lower when compared with the cost of measuring with more complex instruments.
When an innovation is introduced we recommend measuring NPS using RCTs (randomized controlled experiments) or DID (differences in differences) to obtain unbiased impact estimates.
NPS, in addition to measuring the client's experience, allowed us to discover early adopters and their reasons to promote our new servicesAna María Arango - Head of Studies Unidata