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How well do you know customer satisfaction?

Guess the real numbers behind customer satisfaction scores, see how everyone else guessed, and get the source.

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In a Net Promoter Score (NPS) survey, what rating range counts as a 'Promoter'?

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customer satisfaction scores and ratings
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2003

In what year did Fred Reichheld popularize the Net Promoter Score in a Harvard Business Review article?

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

about two-thirds

As of 2020, about what share of Fortune 1000 companies used some version of NPS?

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

only about 50%

In one study, customers were asked the same satisfaction question twice with no service in between. What share gave the identical rating both times?

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

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Each question asks you to guess a real number about customer satisfaction scores and ratings. After you answer you see how everyone else guessed, then the real figure and where it comes from.

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