ISBM at the Penn State Smeal College of Business – Academic Institute supporting B2B Research. Switch to the ISBM-Corporate website.
Most companies are not in the business of acting on hunches. Gut feelings aren’t usually the foundation of a growth strategy. But sometimes the evidence is hard to extract or even put to the test. This article from Ivey Business Journal gives guidance for decision makers who are ready to pursue data in a more aggressive and relevant way.
The promises of the Net Promoter Score (NPS) have captured the attention of many senior executives for the past 15 years, and NPS has risen to almost religious stature in the minds of some senior executives. But are the assertions and promises of NPS true? Or is NSP simply a good story that appeals to business leaders searching for clarity in a sea of confusion. This webinar by Jerry Thomas, President and CEO of Decision Analyst, discusses how NPS is calculated, review the strengths and weaknesses of the NPS formula, and suggest some other statistical approaches that might add value to customer satisfaction tracking data.
© 2024 ISBM – Institute for the Study of Business Markets
484 Business Building
University Park, PA 16802
Phone: 814-863-2782
Fax: 814-863-0413
Email: ISBM@psu.edu
© 2020 ISBM – Institute for the Study of Business Markets