scholarly journals Measuring Small Business Customer Satisfaction

2019 ◽  
Vol 15 (1) ◽  
pp. 1-12
Author(s):  
Henry B. Balfanz ◽  
Laura Lowe
Keyword(s):  
Customer Satisfaction ◽  
Small Business ◽  
Small Businesses ◽  
Marketing Research ◽  
Daily Basis ◽  
Personal Bias ◽  
Net Promoter Score ◽  
Ultimate Question ◽  
Net Promoter ◽  
Single Question

Most family owned small businesses are so concerned about keeping the doors open on a daily basis that not a lot of time is spent on researching their customer satisfaction. As well, funds for such marketing research are often limited. Trying to keep personal bias out of such research is difficult. Thanks to the Ultimate Question/Net Promoter Score now there is a simple way to measure customer satisfaction by asking a single question. Can this work for a small dance business in mid-Michigan?

A Simple and Valuable Approach for Measuring Customer Satisfaction

2005 ◽  
Vol 133 (2) ◽  
pp. 169-172 ◽  
Author(s):  
William C. Kinney
Keyword(s):  
Customer Satisfaction ◽  
Neck Surgery ◽  
Satisfaction Survey ◽  
Medical Setting ◽  
Health Care Environment ◽  
Net Promoter Score ◽  
Customer Dissatisfaction ◽  
Customer Satisfaction Survey ◽  
Net Promoter ◽  
Single Question

OBJECTIVE: To determine the financial impact of poor customer satisfaction and the value of information gained from using a 1-question customer-satisfaction survey in a medical setting. STUDY DESIGN AND SETTING: A single-question customer-satisfaction survey was collected from customers presenting to an academic otolaryngology head and neck surgery outpatient clinic. RESULTS: The overall response rate was 25%, overall net promoter score was 67.3%, lowest net promoter score occurred on Wednesday and Friday, overall net potential referrals were 872, and potential lost revenue from dissatisfied customers equaled $2.3 million. CONCLUSION: A single-question customer-satisfaction survey may help identify areas of customer dissatisfaction that lead to a significant source of lost revenue. SIGNIFICANCE: The competitive forces in today's health care environment require medical practices to address issues related to customer satisfaction.

scholarly journals Marketing de Relacionamento: Estratégia para Mensurar a Satisfação do Cliente Utilizando o Método Net Promoter Score (NPS) / Relationship Marketing: Strategy to Measure Customer Satisfaction Using the Net Promoter Score (NPS) Method

2021 ◽  
Vol 15 (56) ◽  
pp. 270-287
Author(s):  
Naiara Rufino Duarte ◽  
Maria Bonfim Carmo Mascena
Keyword(s):  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Relationship Marketing ◽  
Corona Virus ◽  
Net Promoter Score ◽  
Net Promoter

Resumo: O novo Corona vírus, o Covid-19 trouxe uma nova perspectiva sobre as tecnologias, bem como trouxe foco sobre a utilização de diversos meios de comunicação como instrumento de relacionamento com os clientes, tendo por conseguinte, novas fontes de mensurar indicadores de sentimentos, necessidades e anseios dos consumidores em relação ao produto e/ou serviço ofertado pela empresa. Dessa forma, o presente trabalho buscou apresentar o marketing de relacionamento como diferencial competitivo e descrever o método Net Promoter Score para mensurar o grau de lealdade dos clientes – como elas estão utilizando as ferramentas por ele disposto e como têm sido estabelecidas as estratégias de fidelização. Sendo assim, inicialmente buscou-se aprofundamentos acerca do tema nas bases de dados Google Acadêmico, Scielo e repositórios nacionais, tendo como indicadores chaves, evolução do marketing, relacionamento com os clientes e estratégias de fidelização; reduzindo ainda a dois descritores, Marketing de Relacionamento e Net Promoter Scores. Semanticamente, a metodologia se dá em revisão bibliográfica, de abordagem qualitativa, demarcada ao período dos últimos cinco anos (2017-2021), configurada a responder à pergunta de partida, contextualizando a temática aqui abordada. 

scholarly journals MILLENNIAL CUSTOMER LOYALTY IN ONLINE SHOPPING ON DIGITAL PLATFORMS: A PERSPECTIVE OF NET PROMOTER SCORE

2021 ◽  
Vol 22 (2) ◽  
pp. 162-175
Author(s):  
Slamet Slamet ◽  
Findi Dia Finalia Sari ◽  
Indrayati Indrayati ◽  
Ilya Azmala
Keyword(s):  
Statistical Analysis ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Digital Platforms ◽  
Digital Platform ◽  
Net Promoter Score ◽  
Net Promoter ◽  
Single Question ◽  
Descriptive Statistical Analysis

This study maps and analyses the customer loyalty level, namely, the Millennials aged 23-38 shopping online through digital platforms in 2020. The study's objects include, Bukalapak.com, Shopee.co.id, Tokopedia.com, Bibbli.com, Lazada.co.id, Carrefour.co.id, Indomaret.com, Zalora.co.id, Tiket.com, Traveloka.com, Gojek.com, Grab.com, and Gopay.com. The survey was conducted in Malang City and Regency, Indonesia. The instrument used was a questionnaire containing the respondent's profile and a single question about the willingness to offer recommendations to friends or colleagues. The questionnaire was circulated using Google Forms through WhatsApp and email. Furthermore, descriptive statistical analysis was used to describe the data in percentage, while the Net Promoter Score (NPS) method was used to determine customer category. The results showed that most consumers using the digital platform were in the Detractor (46.15%), including Lazada.co.id (NPS=-1.30%), Tiket.com (NPS-1.80%), Carrefour.co.id (NPS=-3.66%), Zalora.co.id (NPS=-3.68%), Bukalapak.com (NPS=-12.03), and Blibli.com (NPS=-18.13%). It means those platforms have disloyal consumers due to poor service. The second level is in the Passive category (38.46%), including Gojek.com (NPS=39.48%), Traveloka.com (NPS=32.92%), Tokopedia.com (NPS=23.82%), Gopay.com (NPS=23.4%), and Indomaret.com (NPS=22.91%). It means their services are satisfactory. Only 15.38% of consumers are in the Promoter, namely Shopee.co.id (NPS=53.86%) and Grab.com (NPS=56.32%). The services of these platforms are excellent, and their customers are very loyal. Thus, based on the NPS method, digital platform users in Indonesia are mostly Detractor and Passive users, very few in the Promoter category.

Management Processes

2015 ◽  
pp. 211-225
Keyword(s):  
Information Systems ◽  
Small Business ◽  
Small Businesses ◽  
Mission Statement ◽  
Daily Basis ◽  
Functional Requirements ◽  
Short Term ◽  
General Direction ◽  
Management Processes

On a daily basis small businesses carry out the basic operations of the venture. These management processes must support the general direction set by the small business in its long-term mission statement and goals and objective plans. But the small business must also address the short term functional requirements. As the small business grows and matures the management processes must expand and change to support the larger business. More formal and structured processes will be facilitated through the adoption and use of information systems. These processes are presented in this chapter.

Solving the Mystery of Consistent Negative/Low Net Promoter Score (NPS) in Cross-Cultural Marketing Research

2016 ◽  
Vol 17 (4) ◽  
pp. 43 ◽  
Author(s):  
Sanjay Seth ◽  
Don Scott ◽  
Chad Svihel ◽  
Murphy-Shigematsu Stephen
Keyword(s):  
Marketing Research ◽  
Cross Cultural ◽  
Net Promoter Score ◽  
Net Promoter ◽  
Cultural Marketing

The NPS and the ACSI: A Critique and An Alternative metric

2011 ◽  
Vol 53 (3) ◽  
pp. 327-346 ◽  
Author(s):  
Robert East ◽  
Jenni Romaniuk ◽  
Wendy Lomax
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Price Change ◽  
Negative Word ◽  
Share Price ◽  
Satisfaction Index ◽  
The People ◽  
Net Promoter Score ◽  
American Customer Satisfaction Index ◽  
Net Promoter

The Net Promoter Score (NPS) and the American Customer Satisfaction Index (ACSI) are metrics used to predict sales, profit and share price change. We identify problems with the design of both the NPS and the ACSI. In particular, we find that the NPS does not measure negative word of mouth effectively, and we argue that the ACSI is similarly insensitive to dissatisfaction. This is because ex-customers and never-customers are not sampled in these metrics, and these are the people who express most of the negative sentiments about brands/companies. We propose a method of measuring the effect of word of mouth using the volume and mean impact on purchase probability of both the positive and the negative word of mouth expressed by users of the category.

scholarly journals Effect of logistical control in customer satisfaction in a company in the packing sector

2019 ◽  
Vol 10 (4) ◽  
pp. 1271
Author(s):  
Alcir Das Neves Gomes ◽  
Everton Santana Figueiredo
Keyword(s):  
Customer Satisfaction ◽  
Training Program ◽  
Sao Paulo ◽  
Net Promoter Score ◽  
Net Promoter ◽  
Corrective Actions ◽  
The City ◽  
A Company ◽  
New Procedures

Logistics has become a strategic activity along the time not only a mere operational task in corporations, for that reason having a suitable management for logistics processes bring benefits all over the companies and impacts customer satisfaction. This paper was developed based on a case study performed in a packaging company located in the east area of the city of São Paulo, it was conducted in the period from April to September of 2017. An evaluation of logistical processes was performed based on non-participative observations and posteriorly with participative observations, with the diagnosis of main problems corrective actions were implemented as well as processes control. A training program was done to prepare the workers to accomplish with the new procedures, that made possible to stablish a comparison between past results and the ones achieved with new procedures and controls.   It was also proposed and utilized the Net Promoter Score – NPS method to evaluate customer satisfaction that allowed to observe the results evolution achieved with the new procedures implemented.

scholarly journals Influence of the Net Promoter Score of Retailers on the Willingness of Consumers to Install Their Mobile App

2020 ◽  
Vol 14 (19) ◽  
pp. 124 ◽  
Author(s):  
Atilla Wohllebe ◽  
Florian Ross ◽  
Szilárd Podruzsik
Keyword(s):  
Customer Satisfaction ◽  
Mobile Apps ◽  
Mobile App ◽  
Target Group ◽  
Retail Sector ◽  
Customer Base ◽  
Net Promoter Score ◽  
Net Promoter ◽  
Willingness To Recommend

Mobile apps have become massively more important in the retail sector in recent years. A central challenge for retailers is the acquisition of new users for their mobile apps. A potentially interesting target group for this can be a company's existing, satisfied customer base, whereby customer satisfaction is often measured by the willingness to recommend the app or the Net Promoter Score. This paper investigates the influence of the willingness to recommend a retailer by consumers on their willingness to install a mobile app from this retailer. The influence of usage habits is also examined. The analysis of a survey of 105 consumers on a total of five retailers can confirm the hypotheses regarding the willingness to recommend a retailer and the Net Promoter Score (NPS) in particular: With the willingness to recommend, the willingness to install a retailer's app also increases.

scholarly journals PROBLEMS OF DEVELOPMENT OF SMALL BUSINESSES LENDING IN RUSSIAN FEDERATION

2021 ◽  
pp. 67-79
Author(s):  
Olga Sivash
Keyword(s):  
Small Business ◽  
Russian Federation ◽  
Small Businesses ◽  
Banking System ◽  
Marketing Research ◽  
Corporate Identity ◽  
Point Of View ◽  
Information Support ◽  
Small Business Lending ◽  
The Russian Federation

The development of small business in the Russian Federation is a very important urgent problem, as it will make it possible to solve many important social programs in the country. However, in terms of the scale of development of this sector, Russia lags far behind the leading foreign countries. In the Russian Federation, since 2015, there has been a negative trend in the volume of lending to SMEs. Only in 2018, the volume of loans to SMEs stabilized, and at the beginning of 2019, an increase in the volume of the loan portfolio of SMEs by 1 % is already noted. In modern economic conditions, the main source of financial resources for small businesses, from the point of view of their availability and opportunities for obtaining, is lending. The article examines the development trends of lending to such an important segment of economic activity as small business. Supporting small businesses in the Russian Federation is one of the priority tasks of the country’s socio-economic development. In all regions of the country, a network of government agencies has been created that provide information support to existing and emerging entrepreneurs (Entrepreneurship Support Centers based on the My Business platform), many seminars and forums dedicated to the development of entrepreneurship are held. Within the framework of this interaction, entrepreneurs can receive free of charge not only consulting services, but also assistance in developing a business plan, creating a corporate identity, developing and modernizing websites, conducting marketing research, and drawing up statutory documents. The activities within the framework of state support for small businesses in accordance with the State Program are highlighted and the importance of effective implementation of these activities for the development of small business lending is analyzed. The problems of lending to small businesses in the Russian Federation, obstacles that arise both from banks when they either cannot offer attractive lending programs, or refuse borrowers to provide a loan, and from entrepreneurs who refuse such a source of financing for small businesses, are considered. like lending. Measures are proposed to create favorable conditions for lending to small businesses, which are focused on supporting specific borrowers and those that are focused on supporting commercial banks and the banking system as a whole. The strategic guidelines of a commercial bank for the development of small business lending have been determined.

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