The One Number You Need to Grow

The n p s is the percentage of promoters minus the percentage of detractors giving you a score from negative 100 to 100. Detractors score you from zero to six and are unhappy customers who can damage your brand. If your company's goal is customers satisfaction, with n p s as your success metric, then your immediate product goals will be around improving customer's happiness. We'll dig into how to figure out what changes to make to improve customer's satisfaction in chapters three and four.