April 19, 2008 
NPS = Net Promoter Score = % of promoters – % of detracters
When working on my webinar on retention and how to improve loyalty, I stumbled upon this metric. I had used it informally without realizing there was a branded metric out there. You can get certified in it. There are entire conferences dedicated to it. It is featured in the book – The Ultimate Question. And, there are several blogs which focus on it. [Boiling it down…it means asking customers whether they would refer you to a friend.]
Here are some scores from the top performing companies:
| USAA | 82% |
| HomeBanc* | 81% |
| Harley-Davidson | 81% |
| Costco | 79% |
| Amazon | 73% |
| Chick-Fil-A* | 72% |
| Ebay | 71% |
| Vanguard | 70% |
| SAS | 66% |
| Apple | 66% |
| Intuit | 58% |
| Cisco | 57% |
| Federal Express | 56% |
| Southwest Airlines | 51% |
| American Express | 50% |
| Commerce Bank | 50% |
| Dell | 50% |
Not too surprising, but there weren’t any healthcare companies on this list.
So, are you capturing this today? This is a simple predictor of loyalty and satisfaction.
Enabling Healthy Decisions 
George, NPS is starting to see adoption in the health care industry. I believe both Cancer Treatment Centers of America and Ascension Health are measuring NPS. There are probably many more… however, it’s important to see Net Promoter as a complete management discipline rather than just a metric. The companies that are getting results and adopting a management model, not just tracking a metric.