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

By Natalia Preiss

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.

• Format: Paperback
• Language: English
• ISBN: 1442141964
• ISBN13: 9781442141964
• Release Date: April 2009
• Publisher: CreateSpace Independent Publishing Platform
• Length: 132 Pages
• Weight: 0.78 lbs.
• Dimensions: 10.0" x 0.3" x 8.0"