Understanding Business Drivers for Software Products from Net Promoter Score Surveys
نویسنده
چکیده
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 of business drivers for software development, and uncovers importance and customer satisfaction with their implementation in the software product.
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تاریخ انتشار 2011