The following overview is written as a guide to those new to analytics or new to solving business problems.

The concept of the Net Promoter Score (NPS) was first published in 2003 in an article called,  One Number You Need to Grow. It was created as a way to measure and manage customer loyalty without the complexity of traditional customer surveys. Since that time, the same concept has been applied in multiple functional areas to replace longer surveys that require too much of a participant’s time. 

Regardless of what you do each day, you’ve probably realized that you are surrounded by data. The quantity of data that exists in the world grows substantially with every passing hour and it is said that 95% of it has yet to be analyzed. That’s okay, because success in the data and metrics world is not about analyzing data for the sake of analyzing data. It’s about analyzing data to answer a question. There also has to be value in finding the answer to that question or you risk wasting valuable resources (time and money).