The Net Promoter Score interrogated through a services marketing lens: review and recommendations for service organizations

The Net Promoter Score (NPS) is used by many service organizations as a key customer loyalty metric and driver of growth. Yet, despite its widespread adoption and consequent benchmarking benefits, the methodological soundness and usefulness of NPS has been questioned. Compounding these problems, few...

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Bibliographic Details
Main Authors: Hazel Lacohee, Anne Souchon, Peter Dickenson, Louise Krug, Fabrice Saffre
Format: Default Article
Published: 2023
Subjects:
Marketing
Information systems
Net Promoter Score
Service organizations
Critical review
Loyalty
Word-of-mouth
Online Access:https://hdl.handle.net/2134/24549235.v1
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https://hdl.handle.net/2134/24549235.v1

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