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Warc

An empirical study of the relationship between perceived value and the net promoter score: Application to specialized retail chains

More than two-thirds of the Fortune 1000 companies use the Net Promoter Score (NPS), making it one of the most widely recognized and commonly used metrics among practitioners (Baehre et al., 2022, ...
Warc

Should Net Promoter Score be supplemented with other customer feedback metrics? An empirical investigation of Net Promoter Score and emotions in the mobile phone industry

Most companies capture customer feedback through surveys. However, the customer feedback metrics (CFMs) they use differ: some focus on customer satisfaction, some use Net Promoter Score (NPS), and ...