NPS Blog

Podcast Shorts: Asking the Right Question

fred-rob-shortPeople like to ask about the significance of the likelihood-to-recommend question—”how likely would you be to recommend a product or service to a friend?”— and why it was chosen over others.

The answer is simple: It offered the best prediction of consumer behavior in early testing. In other words, customers who give a strong ratings are more likely to buy the product again and promote the product to their friends.

By focusing on a single question, the Net Promoter System eliminates unnecessary complexity. In this short episode of the podcast, Fred Reichheld and I discuss the origins of the system’s central question. You can listen to the short on iTunes, Stitcher or through the player below.

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