Contents

Preface

Introduction: From Score to System

Part One

The Fundamentals of the Net Promoter System

1. Bad Profits, Good Profits, and the Ultimate Question

2. The Measure of Success

3. How NPS Drives Profitable Growth

4. The Enterprise Story–Measuring What Matters

5. The Rules of Measurement

Part Two

Getting Results

6. Winning Results with NPS

7. Economics and Inspiration: The Dual Imperatives

8. Close the Loop with Customers

9. Organize for the Long Journey

10. The Road Ahead

Appendix: Advice for the Journey

Notes

Acknowledgments

About the Authors

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