The main features of the customer loyalty index net promoter score (NPS)

Anton Yur’evich Anisimov, Irina Alexandrovna Boyko, Alina Viktorovna Zakharenko


In this article, an indicator of customer loyalty, such as NPS, is analyzed. A brief characteristic of the definition of "Customer Loyalty Index" is given, specific features of this indicator are disclosed. The importance of this metric for the marketing department and the company as a whole has been determined. Various ways of increasing this index are indicated, indicating the advantages and disadvantages. The methods of NPS control are studied.

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ISSN 2414-4487