NPS

Definition

Net Promoter Score—a survey asking customers how likely they are to recommend you (0-10). Mostly used to confirm whatever founders already believe about customer satisfaction.

Example Usage

Our NPS is 45, which our CEO interprets as 'basically world-class' and our customer success team interprets as 'oh god, we're failing.'

Origin

Created by Fred Reichheld in 2003

Fun Fact

NPS scores are highly subjective and can be interpreted to mean anything the presenter wants it to mean.

Source: Customer metrics terminology

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Unicorn

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