Interval Estimation for the “Net Promoter Score”

Brendan Rocks

The American Statistician, 2016, vol. 70, issue 4, 365-372

Abstract: The net promoter score (NPS) is a novel summary statistic used by thousands of companies as a key performance indicator of customer loyalty. While adoption of the statistic has grown rapidly over the last decade, there has been little published on its statistical properties. Common interval estimation techniques are adapted for use with the NPS, and performance assessed on the largest available database of companies’ net promoter scores. Variations on the adjusted Wald, and an iterative score test are found to have superior performance.

Date: 2016
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/00031305.2016.1158124 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:amstat:v:70:y:2016:i:4:p:365-372

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/UTAS20

DOI: 10.1080/00031305.2016.1158124

Access Statistics for this article

The American Statistician is currently edited by Eric Sampson

More articles in The American Statistician from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().