Where does the Net Promoter Score come from and who uses it?
The NPS is a metric developed by Fred Reichheld, Bain & Company and Satmetrix and was introduced in 2003
in a Harvard Business Review article titled "One Number You Need to Grow".
The NPS score can be as low as -100 (everybody is a detractor) or as high as +100 (everybody is a promoter).
An NPS that is positive (i.e. higher than zero) is felt to be good, and an NPS of +50 is excellent.
Discussed at length in Fred Reichheld's book
"The Ultimate Question: Driving Good Profits and True Growth",
the Net Promoter approach has been adopted by several companies,
including Apple, American Express, eBay, Dell, Telstra and Virgin Australia.