NPS — The One Measure You Really Need to Grow?
- 385 Downloads
The Net Promoter Score (NPS) has often replaced customer satisfaction indices or customer loyalty metrics as a customer feedback measure. But does it keep its promise to predict future performance better than alternative measures? A closer look at academic studies gives some guidelines on how to apply NPS as a useful instrument for management control.
KeywordsCustomer Satisfaction Future Performance Customer Loyalty Customer Lifetime Value Valuable Customer
- Doran, G. T. (1981): There’s a S.M.A.R.T. Way to Write Management’s Goals and Objectives, in: Management Review, 70 (11), pp. 35–36.Google Scholar
- Keiningham, T. L./Gupta, S./Aksoy, L./Buoye, A. (2014): The High Price of Customer Satisfaction, in: MIT Sloan Management Review 55 (3), pp. 37–46.Google Scholar
- Obermann, R. (2005), Q3 2005 Deutsche Telekom Earnings Conference Call, Fair Disclosure Wire.Google Scholar
- Reichheld, F. (2003): The One Number You Need to Grow, in: Harvard Business Review, 81 (12), pp. 2–10.Google Scholar