I am asked about NPS (Net Promoter Score) on a pretty regular basis. Sometimes a company already uses NPS and wants to know how we will incorporate it into the program we are developing for them. In other cases, a client has heard about NPS but isn’t sure whether it is the measure they should rely on to guide their business. Still other clients are familiar with NPS but would like my assistance communicating to internal clients the way it should be used. After years of getting these questions, I decided to prepare a short overview of NPS, highlighting both its key advantages and discussing the shortcomings or caveats to keep in mind.