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 language | English |
|---|---|
| Title of host publication | The EIASM 17th International Product Development Management Conference, 13-15 June 2010, Murcia, Spain |
| Place of Publication | Murcia, Spain |
| Pages | 1-8 |
| Publication status | Published - 2010 |
| Event | 17th International Product Development Management Conference (IPDMC 2010), June 13-15, 2010, Murcia, Spain: Innovation in crisis time - Murcia, Spain Duration: 13 Jun 2010 → 15 Jun 2010 http://www.eiasm.org/frontoffice/event_announcement.asp?event_id=625 |
Conference
| Conference | 17th International Product Development Management Conference (IPDMC 2010), June 13-15, 2010, Murcia, Spain |
|---|---|
| Country | Spain |
| City | Murcia |
| Period | 13/06/10 → 15/06/10 |
| Other | 17th International Product Development Conference |
| Internet address |