منابع مشابه
The Net Promoter Score--an asset to patient experience surveys?
BACKGROUND In the search for more straightforward ways of summarizing patient experiences and satisfaction, there is growing interest in the Net Promoter Score (NPS): How likely is it that you would recommend our company to a friend or colleague? OBJECTIVE To assess what the NPS adds to patient experience surveys. The NPS was tested against three other constructs already used in current surve...
متن کاملUnderstanding Business Drivers for Software Products from Net Promoter Score Surveys
Net Promoter Score (NPS) has become the de facto standard for customer surveys; however, how can you get specific information about what drives customer referrals out of a “one question” survey? The goal of this paper is to explain how NPS survey results can be leveraged for achieving software business success, using Six Sigma concepts. The approach includes detection, selection, and validation...
متن کاملInvited Commentary - Net Promoter, Recommendations, and Business Performance: A Clarification on Morgan and Rego
O of the most controversial findings in Morgan and Rego (2006) was that two widely advocated loyalty metrics, “Net Promoter” and “Number of Recommendations,” have little or no value in predicting the financial outcomes of firms. We argue that neither measure was actually examined and that conclusions about the predictive value of these measures cannot be drawn from their analysis. A primary pro...
متن کاملThe Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model
The Net Promoter Score (NPS) is still a popular customer loyalty measurement despite recent studies arguing that customer loyalty is multidimensional. Therefore, firms require new data-driven methods that combine behavioral and attitudinal data sources. This paper provides a framework that holistically assesses and predicts customer loyalty using attitudinal and behavioral data sources. We buil...
متن کاملAssessing treatment outcomes using a single question: the net promoter score.
Satisfaction with care is important to both patients and to those who pay for it. The Net Promoter Score (NPS), widely used in the service industries, has been introduced into the NHS as the 'friends and family test'; an overarching measure of patient satisfaction. It assesses the likelihood of the patient recommending the healthcare received to another, and is seen as a discriminator of health...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Journal of Database Marketing & Customer Strategy Management
سال: 2008
ISSN: 1741-2447
DOI: 10.1057/dbm.2008.11