Kristensen, Kai; Eskildsen, Jacob - In: The TQM Journal 26 (2014) 2, pp. 202-214
Purpose – In 2003 Reichheld published an article in HBR, in which he claims that the net promoter score (NPS), is the only number you need to grow, and the only number you need to manage customer loyalty. The purpose of this paper is to demonstrate that the NPS is inferior to the standard...