NPS — The One Measure You Really Need to Grow?
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The Net Promoter Score (NPS) has often replaced customer satisfaction indices or customer loyalty metrics as a customer feedback measure. But does it keep its promise to predict future performance better than alternative measures? A closer look at academic studies gives some guidelines on how to apply NPS as a useful instrument for management control.
KeywordsCustomer Satisfaction Future Performance Customer Loyalty Customer Lifetime Value Valuable Customer
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