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Is the NPS a trustworthy performance measure?

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References

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Cited by

2018Net promoter score, growth, and profitability of transportation companies40 cited

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2021

Addressing the theory-practice divide in family business research: The case of shareholder agreements

39 cited

2022Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods38 cited

2019Does the NPS ® reflect consumer sentiment? A qualitative examination of the NPS using a sentiment analysis approach30 cited

2017The research of customer loyalty improvement in telecom industry based on NPS data mining21 cited

2011Is the Net Promoter Score a reliable performance measure?21 cited

2020Influence of the Net Promoter Score of Retailers on the Willingness of Consumers to Install Their Mobile App17 cited

2021Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)10 cited

2024A labeled magnitude scale for measuring the anticipated impact of immediate experiences2 cited