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NPS SCORE SIGNIFICANCE TESTS

#INNOVATION

On 15 October, CSA organised its first topical round-table discussion on the Net Promoter Score (NPS), an indicator that measures customers' intention to recommend a company or brand to their entourage.

The discussion was moderated by Carine Marzolf, CSA Quali Department Director, and attended by CSA’s scientific managers. It included participants from the banking, insurance, telecommunications, large-scale retail, and energy sectors, who spoke about their expectations with regards to this indicator as well as its related implications.

This round table wrapped up a preliminary investigation phase conducted on CSA clients to better understand how this indicator is used in companies. It seems that while users express interest in the Net Promoter Score, it is not widely used enough to be considered a benchmark indicator, especially because companies struggle to interpret varied results.

In response to questions raised regarding the use of the NPS indicator, CSA's scientific directors developed a method for determining the margin of uncertainty for the NPS, thereby allowing CSA to offer its clients significance tests for Net Promoter Scores.  

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