The Net Promoter Score (NPS): Does It Work?
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The Net Promoter Score (NPS): Does It Work?

Published by When Notes Fly · View original ↗

NPS measures customer loyalty through one question and evaluates its calculation and research-backed validity for effective use.

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  1. 11 July 2026 · corrected by Melik Can Sariyer

    2 corrections applied: The 2006 book was by Reichheld alone; Rob Markey co-authored the 2011 Ultimate Question 2.0 | Morgan & Rego's relevant study is 2006 in Marketing Science, not 2016 in JMR

    Before

    expanded it in the 2006 book The Ultimate Question: Driving Good Profits...; A 2016 meta-analysis by Morgan and Rego, published in the JMR...

    After

    expanded it in The Ultimate Question (2006) and the 2011 edition The Ultimate Question 2.0, co-authored with Rob Markey; A 2006 study by Morgan and Rego, published in Marketing Science...

    Why: The 2006 book was by Reichheld alone (Markey co-authored only the 2011 2.0 edition); Morgan & Rego's relevant study is 2006 in Marketing Science, not 2016 in JMR. Verified both fixes already live in body; no leftover instances found in faq/excerpt/meta.

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Melik Can SariyerExpert Contributor