The Relationship Between Net Promoter Score (NPS) and Customer Satisfaction in After-Sales Service in 2022
DOI:
https://doi.org/10.15381/idata.v27i2.26606Keywords:
service perception, NPS, customer satisfactionAbstract
This research study, conducted in a technology company, focused on using Net Promoter Score (NPS) to assess customer satisfaction and loyalty regarding after-sales services. Changes in processes due to the pandemic and the subsequent adaptation to the new normal prompted this research study. The sample was gathered over fifteen days, consisting of 12 data points from before the implementation of improvements. An equivalent amount of data was gathered afterward to evaluate the effectiveness of the improvements made to address claims received via WhatsApp, including transportation, and the resulting customer satisfaction.
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Copyright (c) 2024 Lijia Elena Mendoza Leon, Jorge Nicolás A. Papanicolau Denegri
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