Harvard Business Review validiert Net Promoter Score (NPS)

21. Oktober 202025. Januar 2016 von Jim

Um verschiedene im Markt befindliche Kundenzufriedenheits-Fragen (Kundenzufriedenheit (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES)) zu bewerten, analysierte das US Forscher-Team Dixon/ Freeman/ Toman 10.000 Antworten von 100 Unternehmen in 19 Branchen. Eine ihrer Aussagen im HBR 07/2012: NPS sei „clearly a good predictor of the individual customer´s attitude.“

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