Third blog in a series on the Net Promoter System — Bain NPS framework
The NPS metric is just one part of a much larger system. The Bain & Company Net Promoter System Framework has five elements, as shown in the diagram below. It comes from the Bain www.netpromotersystem.com website. The website describes the elements in some detail. This book discusses how to implement each element. The material on some parts of the framework is more detailed than others, notably everything that is involved in ensuring NPS is a reliable and trusted metric in your organization.