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Frameworx Metric: Net Promoter Score, Relational (NPS-R)

Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#

BA Domain:

Business Value Driver: increase customer satisfaction

Capability: EXP

Last Used:

Long FxMetric ID: CM-CE-6a

Reporting Detail:

Accuracy: 2

FxMetric UUID:

Responsibility: BMS

Capture Period: Month

Legacy Name: NPS (Relational)

Metric Special Name:

Metric Value Type:

Preferred: High

Metric Type: Ratio over 1

State:

Entry Date: 12/15/2012

Short Metric ID:

Units: Percent

Relational Net Promoter® Score

Alt-Cat1: Customer Experience

Alt-Cat2: Customer Management

Alt-Cat3: Ease of Doing Business

Category: Business Metric

Measurand: stakeholder.customer

Metric Level:

Metric State: Active

Metric Topic:

Note that the relational NPS is the score measured periodically over the lifetime of a customer. It measures the relationship, rather than the process the customer interacted with. It is used to measure the Net Promoter® Score of the overall brand/offering. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. The standard Net Promoter® Score question asked of the customer is: How likely is it that you would recommend [your company] to a friend or colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please note that this metric relates to consumer and SME customers.

Legacy Denominator FxMetric ID: 279

Legacy Denominator Name:

Legacy Factor:

Legacy FxMetric ID: 107

Legacy Numerator FxMetric ID: 280

Legacy Numerator Name:

Legacy Prose Ratio: N/A

% of promoters (9-10 in likely to recommend scale) - % or detractors (0-6 in likely to recommend scale)

Business Metric Net Promoter Score, Relational (NPS-R)

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This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:56