nps(客户满意度调查工具)-仅供参考.pptVIP

* * Net Promoter Score: A Literature Review and Perspective * ACSI American Customer Satisfaction Index Leading index for customer loyalty/satisfaction until NPS Main aspects Overall satisfaction Expectancy disconfirmation Actual performance vs. the ideal Main competition is NPS For more information on ACSI, visit For an example see Turel (2004), Appendix * What is NPS? Based on “recommend intention” How likely is it that you will recommend us to a friend or colleague? 0 to 10 Net Promoter Score= % promoters (9-10) minus % detractors (0-6) Increasing promoters and decreasing detracto