Bibliographic citations
Jimenez, D., Llaury, E. (2021). El Net Promoter Score (NPS) y su utilidad como medida del comportamiento de los clientes [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/657753
Jimenez, D., Llaury, E. El Net Promoter Score (NPS) y su utilidad como medida del comportamiento de los clientes [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/657753
@misc{renati/397446,
title = "El Net Promoter Score (NPS) y su utilidad como medida del comportamiento de los clientes",
author = "Llaury Sihuincha, Elizabeth Karina",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
The Net Promoter Score (NPS) is one of the best known and most widely used indicators for measuring customer loyalty in organizations, and there are different perspectives on its usefulness as a measure of customer purchasing behavior. This research consists of a review of the relevant literature and contrasts positions for, against and neutrals. The former argue that the NPS involves a method of quick and easy application, the use of which generates a positive impact on organizations; According to a second position, its use is detrimental in companies, since the segmentation of the scores into groups of detractors, liabilities and promoters does not produce a sufficient indicator to measure customer loyalty; finally, according to the neutral position, there is insufficient evidence to support the usefulness or ineffectiveness of using the NPS. This is the central controversy that will be studied in the present work; to do this, in the first place, the different existing methods for measuring customer behavior were summarized. The results of this research determine that there is no consensus between the existing positions regarding its usefulness in organizations; however, they agree that more than one measurement method should be applied.
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