Monday, August 13, 2007

Continued Discussion on Net Promoter Score

In my long absence from posting (over a month!) there have been some great discussions about the Net Promoter Score. Be sure to see some of the comments to my last post where Amy Madsen and Deb Eastman from Satmetrix have weighed in, Tim Keiningham from Ipsos-Loyalty (and author of some recent academic articles critiquing the Net Promoter Score), and Justin Kirby, who has blogging and conducting podcast interviews about the debate.

Additionally a new article on the topic, also written by Tim Keiningham and colleagues, has appeared in Managing Service Quality entitled The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet. This article is more of a micro-level, or customer-level, analysis and worth reading.