Was there ever such a derisive term in the field of customer analytics? Most likely not! Fred Reicheld, of Bain, wrote a book entitled the Ultimate Question in which he posits organizations need track only a single metric to predict the performance of the organization. This one, magical measure he entitled Net Promoter Score (NPS) which involved measuring a customers likelihood of recommending the company to someone else. A lot of name brand companies (e.g., Amex, Lego, etc.) have adopted NPS, but a ton of criticism has been heaped on it.
My take is that I weigh in favor of NPS. Not as single cure all metric, but as a successful effort to get the C-suite talking about customer experience and relationship management.
