Source note · CSAT and NPS surveys in contact centers
The would-recommend metric that became NPS was introduced by Frederick F. Reichheld in the Harvard Business Review article 'The One Number You Need to Grow', December 2003 issue.
Checked 2026-10-02
- Vendor
- not restricted
- Product
- not restricted
- Subsystem
- NPS history
- Deployment
- not restricted
- Region
- not restricted
- Release range
- historical
- Checked
- 2026-10-02
Sources
- The One Number You Need to Grow — Harvard Business Review · tier 4 archived vendor documentation · article metadata (author line and issue date)
Cite this note
APA
WarmTransfer. (2026, October 2). CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-nps-origin-hbr-2003. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-nps-origin-hbr-2003
BibTeX
@misc{warmtransfer-claim-contact-center-surveys-csat-nps-nps-origin-hbr-2003,
title = {CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-nps-origin-hbr-2003},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-nps-origin-hbr-2003},
note = {Source note contact-center-surveys-csat-nps-nps-origin-hbr-2003, checked 2026-10-02}
}