Abstract
Loyal customers are an asset to any company. Net Promotor Score (NPS) is used to measure
customer loyalty and how likely they are to refer your products and services to others. NPS indicates
the health of the company and its potential to do well in the future. Customers are sent a satisfaction
survey which includes the question, βon the scale of 0-10, how likely are you to recommend HPβs
product to a friend or colleague?β. Based on their answers the customer is divided into one of three
groups, promoters (9 and 10), passives (7 and 8) and detractors (6 and below). NPS is calculated by
subtracting the percentage of detractors from the percentage of promoters:
π΅π·πΊ τ΅ %πππππππππ τ΅%π πππππππππ
Using this formula, one can calculate, a product/platform NPS score. Assuming once calculated, the
NPS score is -10, which is not a great one. The company wants to fix this by doing some changes in
hardware, software, or services. How do we know these changes will increase or change the NPS
score? We propose a methodology that can be applied to quantify how changes or improvement in
software, hardware or services improve NPS score.
Creative Commons License
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Recommended Citation
INC, HP, "MEASURING AND ESTIMATING THE IMPACT OF HARDWARE/SOFTWARE CHANGES TO NPS SCORE", Technical Disclosure Commons, (January 11, 2022)
https://www.tdcommons.org/dpubs_series/4838