文档介绍：*NetPromoterScore:ALiteratureReviewandPerspective*ACSIAmericanCustomerSatisfactionIndexLeadingindexforcustomerloyalty/,visitnexampleseeTurel(2004),Appendix*WhatisNPS?Basedon“mendintention”mendustoafriendorcolleague?PromoterScore=%promoters(9-10)minus%detractors(0-6)IncreasingpromotersanddecreasingdetractorsiskeytogrowthReichheld(2003)*ControversyoverNPSDebateoverNPSas“theultimatequestion”hassurfacedCritics(Keininghametal.)Supporters(Reichheld)*WeaknessesofNPSNotinformative,notusefulwhenitstandsaloneNotthebestpredictorofgrowthToosimplistictorepresentallfacetsofcustomerloyaltyKeiningham(2007)*OtherIssueswithNPSNotthecauseofgrowth—anindicationCategorizationofcustomersisbroadNPS=40Brandt(2007),Mitchell(2008)*Inanutshell…Thisisnottodiscounttheirimportance,buttopointtothefactthatanysinglemetricdesignedtoexplaincustomerbehavioracrossadiversecustomerbaseisunlikelytobeanadequategaugeuponwhichmanagerscanact. Keininghametal.(2007,)*StrengthsofNPSExcellentstartingpointIdentifiesmostvaluablecustomersStandardquestionandscaleItmakessenseanditworks(withfeedback)Cardis(2008),Anstead(2008),Blasbergetal.(2008)Mortimer(2007),Martin(2008)*Justask:monsensetoyou?Yeah,itdoes. Reichheld,inaninterviewwithMortimer(2007)*ImplementationofNPSAphilosophySomesectorsdiscussedmoreRitson(2007),Auda(2007),Tiltman(2007),Reichheld(2003)