The Accuracy of the Net Promoter Score under Different Distributional Assumptions

摘要：

The NPS has gained popularity and is now used by many companies as an indicator of customer loyalty. We claim that the NPS is an inaccurate of customer loyalty and that the conclusions derived from the NPS are heavily influenced by the underlying distribution of the data. In order to give empirical evidence to our claim we have set up a simulation study based on an experimental design. The results of this simulation study shows that the NPS is by far inferior to standard measures of loyalty.

关键词： net promoter score customer loyalty

作者: Jacob K. ESKILDSEN Kai KRISTENSEN ICOA

作者单位: Aarhus University Aarhus, Denmark

会议类型: 国际会议

会议名称: 2011 International Conference on Quality,Reliability,Risk,Maintenance,and Safety Engineering(2011年质量、可靠性、风险、维修性与安全性国际会议暨第二届维修工程国际学术会议 ICQR2MSE 2011)

会议地点: 西安

会议语种:英文

页码: 1029-1034

在线出版日期: 2011-06-17（万方平台首次上网日期，不代表论文的发表时间）