Towards an actionable Net Promoter Score

J.C.J. Brok, E. Brink, Y. Lu, J. Medema, C.L.E. Harkema

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Abstract

Customer feedback data such as Customer satisfaction (CS) and Net Promoter Score (NPS) has been used to monitor product and business performance in the market. NPS has received increasing attention in industry for its simplicity while CS has been promoted by academics for its richness. There are, however, an increasing number of debates about the impact of CS and NPS on business growth. NPS has been criticized on its predictive value on business growth while CS has been criticized by its complexity and efforts needed for the implementation. This paper proposes a framework to connect NPS with CS data in order to support product development and making improvement decisions. By doing so, CS data enriches NPS and makes NPS actionable for product development. The initial evaluation of this framework via a case study with a consumer electronic product is also reported.
Original languageEnglish
Title of host publicationThe EIASM 17th International Product Development Management Conference, 13-15 June 2010, Murcia, Spain
Place of PublicationMurcia, Spain
Pages1-8
Publication statusPublished - 2010
Event17th International Product Development Management Conference (IPDMC 2010), June 13-15, 2010, Murcia, Spain: Innovation in crisis time - Murcia, Spain
Duration: 13 Jun 201015 Jun 2010
http://www.eiasm.org/frontoffice/event_announcement.asp?event_id=625

Conference

Conference17th International Product Development Management Conference (IPDMC 2010), June 13-15, 2010, Murcia, Spain
CountrySpain
CityMurcia
Period13/06/1015/06/10
Other17th International Product Development Conference
Internet address

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