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Does the NPS ® reflect consumer sentiment? A qualitative examination of the NPS using a sentiment analysis approach
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References

  • 2005The Language of Evaluation: Appraisal in English2,892 cited
  • 1994An Introduction to Systemic Functional Linguistics2,063 cited
  • 2004The One Number You Need to Grow2,034 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 2006An Introduction to Systemic Functional Linguistics1,379 cited
  • 2013Towards a Better Measure of Customer Experience629 cited
  • 1971Three-Point Likert Scales Are Good Enough461 cited
  • 2007A Longitudinal Examination of Net Promoter and Firm Revenue Growth385 cited
  • 1999The loyalty ripple effect273 cited
  • 1997"Perfectly Healthy, but Dead": The Myth of Inter-Rater Reliability245 cited
  • 2008Online Versus Paper171 cited
  • 2014Marketplace Sentiments150 cited
  • 2014Evolving systemic functional linguistics: beyond the clause126 cited
  • 2018Good and bad market research: A critical review of Net Promoter Score120 cited
  • 2008A holistic examination of Net Promoter85 cited
  • 2014Is the NPS a trustworthy performance measure?

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