LIFE AFTER NPS

LIFE AFTER NPS

The effects of the Net Promoter Score on American business have been far-reaching, phenomenal and more than a little contentious. To bring perspective to this battlefield, this article offers commentary and asks questions to reveal what NPS truly is, and what it is not. Through authentic examples an...

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Veröffentlicht in:Marketing research (Chicago, Ill.) Ill.), 2011-07, Vol.23 (2), p.8
1. Verfasser: Hanson, Randy
Format: Artikel
Sprache:eng
Schlagworte:
Accuracy
Customer satisfaction
Measurement techniques
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Zusammenfassung:The effects of the Net Promoter Score on American business have been far-reaching, phenomenal and more than a little contentious. To bring perspective to this battlefield, this article offers commentary and asks questions to reveal what NPS truly is, and what it is not. Through authentic examples and experiences, and more importantly the scientific method, here is a middle path-a synthesis-to help you decide if NPS or some other measure is the best choice for your company. [PUBLICATION ABSTRACT]
ISSN:1040-8460