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Keywords: NPS
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Journal Articles
Journal:
The TQM Journal
The TQM Journal (2023) 35 (9): 191–209.
Published: 25 April 2023
...Manuela Cazzaro; Paola Maddalena Chiodini Purpose Although the Net Promoter Score (NPS) index is simple, NPS has weaknesses that make NPS's interpretation misleading. The main criticism is that identical index values can correspond to different levels of customer loyalty. This makes difficult...
