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Thesis: Net Promoter Scores vs Customer Satisfaction: A Comparative Study of Service Delivery Methods and NPS

This is a study of Field Service Engineers to investigate whether certain service behaviors led to higher Net Promoter Scores. More than 930 surveys were collected over a 20-month period in the Service Organization. The findings support a strong statistical relationship between service-related behavior and high NPS. Surprisingly, there was a weaker relationship between providing free and/or extra services and high Net Promoter Score. In this thesis, you'll learn which four service-related behaviors significantly related to higher Net Promoter Score.