Does the Survey Method Affect the Net Promoter Score?

Autor:	Annette R. Tassone, Brenda J. Burkhart, Jon G. Temple
Rok vydání:	2019
Předmět:	Net Promoter Product (business) Measure (data warehouse) Intercept method Survey methodology business.industry Advertising The Internet business Affect (psychology) Brand loyalty
Zdroj:	Advances in Intelligent Systems and Computing ISBN: 9783030191344 AHFE (21)
DOI:	10.1007/978-3-030-19135-1_42
Popis:	The extensively debated Net Promoter Score (NPS) originated in consumer marketing to measure brand loyalty. It has become a ubiquitous method to assess user sentiment across many industries, products, and services. NPS has the widely touted tagline of “the one number you need to grow.” NPS is typically collected in 2 ways—via in-app intercept surveys within the actual product/application or as part of a large email campaign. NPS collected via email campaigns consistently produces lower scores than via in-app intercept method. Case Studies outlining these differences are discussed.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::81ced3526a20670e8671a8ec60c98512 https://doi.org/10.1007/978-3-030-19135-1_42 Zobrazit plný text záznamu