Rob Markey: Creator of the Net Promoter Score and Founder of Bain’s Global Customer Strategy Practice

Many of you are likely familiar with the Net Promoter (or "NPS") Score, which has grown to become the de facto metric for measuring the health, loyalty and satisfaction of a customer base. Well, my guest today, Rob Markey, is the person who *created* that metric. In addition to being the creator of the widely-used Net Promoter System, Rob is also a longtime partner at Bain & Company, where he founded and leads their Global Customer Strategy practice. He also leads the NPS Loyalty Forum, a group of senior executives from loyalty-leading companies around the world, including The Vanguard Group, American Express, JetBlue, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. He is the co-author of "The Ultimate Question 2.0", which is a New York Times and Wall Street Journal bestseller. Rob also teaches at Harvard Business School, and serves on several nonprofit and corporate boards, where he helps leaders build customer centric businesses. This was a fascinating conversation, and I hope you enjoy listening to it as much as I enjoyed recording it. Link to Episode: https://mineolasearchpartners.com/2025/10/02/rob-markey-creator-of-the-net-promoter-score-and-founder-of-bains-global-customer-strategy-practice/