Sökning: "Net Promoter Score NPS"

Visar resultat 1 - 5 av 12 uppsatser innehållade orden Net Promoter Score NPS.

1. 1. Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design

   Master-uppsats, Uppsala universitet/Människa-datorinteraktion

   Författare :Rasmus Svensson; [2023]
   Nyckelord :Human-Computer Interaction; Research-through-Design RtD ; Digital Service Design; Enterprise Resource Planning ERP systems; Invoicing; Customer Experience CX ; Customer Satisfaction CS ; Contextualization; Dialogical Approach; Customer Journey; Survey design; Questionnaire design; Net Promoter Score NPS ; Customer Satisfaction Score CSAT ; Customer Effort Score CES ; Chatbot; Virtual Agent; Customer Support Agent; Design Guidelines; Double Diamond; User Experience UX ; User Interface UI ; Interaction Design ID ;

   Sammanfattning : Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. LÄS MER

3. 2. Making Sense of the Net Promoter Score (NPS) - A study of NPS' relationship to Word of Mouth, attitudinal loyalty and customer satisfaction, and what drives these mindset metrics

   D-uppsats, Handelshögskolan i Stockholm/Institutionen för företagande och ledning

   Författare :Christoffer Rodell; Theo Örtengren; [2022]
   Nyckelord :Net Promoter Score; Word of Mouth; Attitudinal loyalty; Associations; Mindset metics;

   Sammanfattning : Since Fredrick F. Reichheld introduced the Net Promoter Score (NPS) in 2003, it has become one of the most favored customer mindset metrics (MSMs) within business practice. Often, it is claimed to be an indicator of customer loyalty, satisfaction, and Word of Mouth (WOM). LÄS MER

4. 3. Mot tredje generationens läsplatta : En undersökning av läsplattans användarvänlighet och utvärdering av dess utvecklingspotential

   Kandidat-uppsats, KTH/Skolan för elektroteknik och datavetenskap (EECS)

   Författare :Clara Norgren; Olle Sandström; [2021]
   Nyckelord :Användarvänlighet; digitalisering; e-bok; e-ink; elektroniskt papper; innovation; läsplatta; människa- dator interaktion; Product-Market Fit;

   Sammanfattning : Denna studie undersöker digitala läsvanor och läsplattor, ur ett människa-datorinteraktions perspektiv, för att bidra med insikter kring digital läsning genom att identifiera problem och utvecklingsområden hos läsplattan. En enkätundersökning genomfördes, där 947 svar erhölls. LÄS MER

5. 4. Factors Influencing the Net Promoter Score (NPS) : A Case of Funnel

   Master-uppsats,

   Författare :Devesh Gadkari; [2018]
   Nyckelord :NPS; Net Promoter Score; Customer loyalty; Customer satisfaction; Word of Mouth; Industry; Industry dynamic;

   Sammanfattning : Net Promoter Score (NPS) is considered to be an important metric for measuring customer loyalty. The concept is widely popular and adopted in several established and emerging industries. This master’s thesis work is aimed to spot the factors influencing the NPS of a company and the score rated by an individual. LÄS MER

7. 5. Correlations between the Net Promoter Score Subgroups and Video Streaming Quality

   Master-uppsats, KTH/Skolan för elektroteknik och datavetenskap (EECS)

   Författare :Johanna Gustafsson; [2018]
   Nyckelord :Net Promoter Score; NPS; video-on-demand; live streams; user satisfaction; Z-score; video streaming quality; quality of experience; Net Promoter Score; NPS; video-on-demand; livestreams; kundnöjdhet; Z-test; videostreamingkvalitet;

   Sammanfattning : The video streaming business has grown substantially during the last decades. To optimize the user experience in video streaming, it is important to know how the user satisfaction relates to the technical qualities for the video streaming services, such as bufferings and startup times. LÄS MER