Über Sinn und Unsinn des Net Promoter Scores (NPS)

Abstract Der Net Promoter Score (NPS) als Index für Kundenloyalität ist derzeit in aller Munde. Unter Rückgriff auf empirische Forschungsergebnisse wird kritisch hinterfragt, ob sich...

Net Promoter Score Fails the Test

Abstract The article offers opinions on marketing research. The Net Promoter Score, a research metric on customer retention created by consultant Frederick Reichheld, is evaluated....

Questions about the Ultimate Question: Conceptual Considerations in Evaluating Reichheld’s Net Promoter Score

Abstract Approximately four years ago in a Harvard Business Review article, Frederick Reichheld (2003) – noted Harvard Business School Press author, speaker, loyalty expert, and...

A Longitudinal Examination of Net Promoter and Firm Revenue Growth

Abstract Managers have widely embraced and adopted the Net Promoter metric, which noted loyalty consultant Frederick Reichheld advocates as the single most reliable indicator of...

Measuring Customer Satisfaction and Loyalty: Improving the ‘Net-Promoter’ Score

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The New Stats Engine

Abstract Optimizely is moving away from traditional, fixed horizon hypothesis testing to sequential testing and replacing Type I error control with false discovery rate (FDR)...

A holistic examination of Net Promoter

Abstract The measurement and management of customer loyalty and its link with firm growth have long been of interest to managers and researchers. One relatively...
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