Thesis: Net Promoter Scores vs Customer Satisfaction: A

Thesis: Net Promoter Scores vs Customer Satisfaction: A Comparative Study of Service Delivery Methods and NPS

This is a study of Field Service Engineers to investigate whether certain service behaviors led to higher Net Promoter Scores. More than 930 surveys were collected over a 20-month period in the Service Organization. The findings support a strong statistical relationship between service-related behavior and high NPS. Surprisingly, there was a weaker relationship between providing free and/or extra services and high Net Promoter Score. In this thesis, you'll learn which four service-related behaviors significantly related to higher Net Promoter Score.
Country USA
Manufacturer CreateSpace Independent Publishing Platform
Binding Paperback
EANs 9781442141964
ReleaseDate 0000-00-00

Country	USA
Manufacturer	CreateSpace Independent Publishing Platform
Binding	Paperback
EANs	9781442141964
ReleaseDate	0000-00-00

Thesis: Net Promoter Scores vs Customer Satisfaction: A Comparative Study of Service Delivery Methods and NPS