The gender bias of the Net Promoter Score

Jacob Eskildsen · Kai Kristensen

16 citations0/0 files storedIEEE International Conference on Quality and Reliability

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Customer Service Quality and Loyalty Consumer Market Behavior and Pricing Customer churn and segmentation

Abstract

The Net Promoter Score (NPS) has gained popularity and is now used by many companies as an indicator of customer loyalty. We claim that the NPS is an inaccurate of customer loyalty and that the conclusions derived from the NPS are heavily influenced by gender differences with respect to the underlying distribution of the data. In order to verify our claim we draw upon a test conducted among Danish business to consumer (BtC) property insurance customers in 2006 and 2007. The results of this study show that the NPS is heavily influenced by gender differences in the underlying distribution.

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2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics 2004The One Number You Need to Grow 2003The one number you need to grow.1960Yeasayers and naysayers: Agreeing response set as a personality variable.2006The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance 2007The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet 2007A Longitudinal Examination of Net Promoter and Firm Revenue Growth 1992Improving Rating Scale Measures by Detecting and Correcting Bias Components in Some Response Styles

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