How NPS for Mobile Apps Predict Growth

Net Promoter Scores (NPS) have become an essential part of product management, widely used by two-thirds of Fortune 1000 companies to gauge customer loyalty and predict company growth. Originating from a 2003 Harvard Business Review article by Frederick Reichheld, NPS is based on a simple survey question that asks customers how likely they are to recommend a product or service on a scale of 0 to 10. Respondents are categorized as Promoters, Passives, or Detractors, and the NPS is calculated by subtracting the percentage of Detractors from Promoters. The simplicity and effectiveness of NPS lie in its ability to measure customer loyalty, which is a strong predictor of future business success. While a positive NPS indicates more Promoters than Detractors, companies are encouraged to use additional qualitative questions to gain deeper insights into customer feedback. This tool not only helps in understanding customer sentiment but also guides businesses in improving their products by addressing the concerns of Detractors and enhancing value for Passives. Through platforms like Luciq, companies can automate NPS surveys, engage directly with users, and leverage feedback to drive product improvements and customer satisfaction.