Read the study by Bob E. Hayes, Ph.D. in the October 2008 edition of Quirk's Marketing Research Review magazine titled Customer Loyalty 2.0: The NPS Debate and the Meaning of Customer Loyalty. The article summarizes the NPS methodology, including its developers’ claims and opponents’ criticisms. Additionally, this paper includes research that examines the meaning of customer loyalty as it is measured through survey questions. You can view the article online here or you can simply download a pdf version of the article here.
Monday, October 13, 2008
Subscribe to:
Post Comments (Atom)
1 comment:
I came to your blog just when I was surfing on this topic. I am happy that I found your blog and information I wanted.
Post a Comment