HP INCFollow


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, β€œon the scale of 0-10, how likely are you to recommend HP’s

product to a friend or colleague?”. 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:

𝑡𝑷𝑺 τ€΅Œ %π’‘π’“π’π’Žπ’π’•π’†π’“π’” τ€΅†%𝒅𝒆𝒕𝒓𝒂𝒄𝒕𝒐𝒓𝒔

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

Creative Commons License
This work is licensed under a Creative Commons Attribution-Share Alike 4.0 License.