In the article “What is Net Promoter..”, the metric of Net Promoter Score (NPS) is discussed as a powerful measure of customer satisfaction. NPS subtracts the percentage of “Detractors” in a company’s customer base (customers not likely to recommend your company to others) from “Promoters” (customers who are likely to recommend your company). The higher a company’s NPS, the greater the expected impact of satisfied customers on business growth.
In your opinion, is this single-item measure of customer satisfaction sufficient to gauge how well your firm is serving its customers? If yes, why? If no, what are the limitations of relying on NPS as a measure of customer satisfaction?
Approach is to give an answer to a topic’s question or discussion prompt
Should be at least 200 words in length
Incorporate at least two information source into an answer post. The aim is to bring objectivity or support to positions taken. Answer posts are not purely opinion pieces.
Source should be cited in the text of your answer post to signal to readers how the source was used.
Source should be fully cited at the end of the post. APA style is recommended.
