Introduction: Net Promoter Score (NPS) is generally considered the most reliable measurement of customer satisfaction.
Analysis Overview: Monitoring this measurement and drilling down on responses to a follow-up open-ended question can provide a simple way to alert decision-makers to key opportunities for improving customer/user satisfaction.
Analysis Benefits:
- Provides a single reliable measurement of how customers/users regard your product or service.
- Categorizing responses from an open-end follow-up question can identify key issues with your product or service that you may not be aware of.
- Addressing these key issues can improve the customer/user experience and thereby increase brand loyalty.
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Hazel Jaramillo
Data analyst (Temp assignment)
Houghton Mifflin Harcourt
Sausalito CA
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