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Net Promoter Score - An Evaluation of Top Companies in On-line Retailing in India


Affiliations
1 Shri Dharmasthala Manjunatheshwara (SDM) Institute for Management Development, Siddhartha Layout, Mysuru – 570011, Karnataka, India
 

A major tool that is used to measure the customer satisfaction and loyalty in organisation is “Net Promoter Score (NPS)”, which tends to assess the loyalty through one question “On a scale of zero-to-ten, how likely is it that you would recommend us to a friend or colleague”? Based on the ratings given by the above questions, NPS classifies customers into three types-promoters, passives and detractors. NPS score is defined as "%promoters - %detractors". NPS as a tool is also being used by several Indian companies across the spectrum to measure customer satisfaction and loyalty. However, the data regarding the same is not publicly available for customers to make an informed decision. This research aims at bridging this gap by assessing NPS with regard to on-line retailing in India.

Keywords

Customer Satisfaction, Loyalty, Net Promoter Score (NPS), On-Line Ecommerce, On-Line Retailing.
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  • Net Promoter Score - An Evaluation of Top Companies in On-line Retailing in India

Abstract Views: 261  |  PDF Views: 128

Authors

R. Sugant
Shri Dharmasthala Manjunatheshwara (SDM) Institute for Management Development, Siddhartha Layout, Mysuru – 570011, Karnataka, India

Abstract


A major tool that is used to measure the customer satisfaction and loyalty in organisation is “Net Promoter Score (NPS)”, which tends to assess the loyalty through one question “On a scale of zero-to-ten, how likely is it that you would recommend us to a friend or colleague”? Based on the ratings given by the above questions, NPS classifies customers into three types-promoters, passives and detractors. NPS score is defined as "%promoters - %detractors". NPS as a tool is also being used by several Indian companies across the spectrum to measure customer satisfaction and loyalty. However, the data regarding the same is not publicly available for customers to make an informed decision. This research aims at bridging this gap by assessing NPS with regard to on-line retailing in India.

Keywords


Customer Satisfaction, Loyalty, Net Promoter Score (NPS), On-Line Ecommerce, On-Line Retailing.

References