DocumentCode
2651004
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
fYear
2011
fDate
17-19 June 2011
Firstpage
964
Lastpage
969
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;
fLanguage
English
Publisher
ieee
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
Type
conf
DOI
10.1109/ICQR2MSE.2011.5976764
Filename
5976764
Link To Document