Net Promoter Score (NPS) Upon graduation, you and a friend established a computerconsultancy business. Your business has generally been successful, but you and your colleaguewish to expand the business significantly over the next 3 years. You have always assumed that theservice your firm rendered to clients was of sterling quality. However, up to this point you havenot attempted to measure customer satisfaction. Recently, you prepared and sent to your clients acustomer-satisfaction survey that, among other items, asked the following question: “How likely isit that you would recommend our services to a friend or business associate?” Customers respondedto this question using a 10-point scale, with 10 = “Extremely Likely,” 5 = “Neutral/Uncertain,” and1 = “Extremely Unlikely.” You received 290 responses to this question, which were as follows:[LO 17-5][LO 17-6]Score No. of Responses1 62 83 94 215 236 307 168 729 7010 35Final PDF to printerblo17029_ch17_713-774.indd 769 02/19/18 09:10 AMChapter 17 The Management and Control of Quality 769Required1. What is meant by the term net promoter score?2. Given the above data (customer responses), calculate the net promoter score (NPS) for your consultingfirm. (Round your answer to 1 decimal place, e.g., 10.817% = 10.8%.)3. Of what strategic importance are nonfinancial customer performance measures in general and the netpromoter score (NPS) in particular?
Net Promoter Score (NPS) Upon graduation, you and a friend established a computerconsultancy business. Your business has generally been successful, but you and your colleague
wish to expand the business significantly over the next 3 years. You have always assumed that the
service your firm rendered to clients was of sterling quality. However, up to this point you have
not attempted to measure customer satisfaction. Recently, you prepared and sent to your clients a
customer-satisfaction survey that, among other items, asked the following question: “How likely is
it that you would recommend our services to a friend or business associate?” Customers responded
to this question using a 10-point scale, with 10 = “Extremely Likely,” 5 = “Neutral/Uncertain,” and
1 = “Extremely Unlikely.” You received 290 responses to this question, which were as follows:
[LO 17-5]
[LO 17-6]
Score No. of Responses
1 6
2 8
3 9
4 21
5 23
6 30
7 16
8 72
9 70
10 35
Final PDF to printer
blo17029_ch17_713-774.indd 769 02/19/18 09:10 AM
Chapter 17 The Management and Control of Quality 769
Required
1. What is meant by the term net promoter score?
2. Given the above data (customer responses), calculate the net promoter score (NPS) for your consulting
firm. (Round your answer to 1 decimal place, e.g., 10.817% = 10.8%.)
3. Of what strategic importance are nonfinancial customer performance measures in general and the net
promoter score (NPS) in particular?
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