Business · Facts & sources
4 sourced facts about customer satisfaction scores and ratings, each with the context behind the number. 4 more are in today's round and appear here after it closes.
Answerabout 71%
About 71% of senior marketing managers say customer satisfaction metrics are very useful for running their business, per industry surveys.
Source: Wikipedia (Customer satisfaction) (2022) en.wikipedia.org
Answer2003
Fred Reichheld of Bain & Company popularized NPS in his December 2003 Harvard Business Review article, 'The One Number You Need to Grow.'
Source: Wikipedia (Net Promoter) (2023) en.wikipedia.org
Answerabout two-thirds
By 2020, roughly two-thirds of Fortune 1000 companies used some variant of the Net Promoter Score to track customer loyalty.
Source: Wikipedia (Net Promoter) (2020) en.wikipedia.org
Answeronly about 50%
Even with nothing changing between surveys, only about half of customers gave the exact same satisfaction rating twice — a reminder that scores have real noise.
Source: Wikipedia (Customer satisfaction) (2022) en.wikipedia.org