Title :
The accuracy of the Net Promoter Score under different distributional assumptions
Author :
Eskildsen, Jacob K. ; Kristensen, Kai
Author_Institution :
ICOA, Aarhus Univ., Aarhus, Denmark
Abstract :
The NPS has gained popularity and is now used by many companies as an indicator of customer loyalty. We claim that the NPS is an inaccurate of customer loyalty and that the conclusions derived from the NPS are heavily influenced by the underlying distribution of the data. In order to give empirical evidence to our claim we have set up a simulation study based on an experimental design. The results of this simulation study shows that the NPS is by far inferior to standard measures of loyalty.
Keywords :
customer satisfaction; organisational aspects; customer loyalty; data distribution; distributional assumptions; experimental design; net promoter score; simulation study; standard measures; Companies; Customer satisfaction; Industries; Pollution measurement; Robustness; customer loyalty; net promoter score;
Conference_Titel :
Quality, Reliability, Risk, Maintenance, and Safety Engineering (ICQR2MSE), 2011 International Conference on
Conference_Location :
Xi´an
Print_ISBN :
978-1-4577-1229-6
DOI :
10.1109/ICQR2MSE.2011.5976764
