Using Net Promoter Score (NPS) in Procurement

Published On:
March 09, 2020
Authored By:
Marisa Brown
Members-Only Content:

A wide range of organizations across industries use the Net Promoter® Score (NPS®) as a tool to measure and track customer loyalty. A good alternative to longer and more exhaustive customer loyalty surveys, NPS is simple to use and provides a straightforward score that can be measured and tracked over time. 

This article breaks down the fundamentals of NPS, discusses the reasons why the procurement function should use it, and examines cross-industry NPS data in procurement. Used well, NPS can be a very effective tool for measuring internal procurement stakeholder loyalty and can help keep supplier relationships healthy as well.