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Asian Journal of Research in Business Economics and Management
Year : 2014, Volume : 4, Issue : 6
First page : ( 391) Last page : ( 405)
Online ISSN : 2249-7307.

Measuring Net Promoter Score (NPS) of After Sales Service and Sales: Iran's perspective

Nazemi Morteza*, Neghabi Vahid**

*Master of Shahrood University of technology, Tehran, Iran

**PhD Student, Payam Noor University, Tehran, Iran

Online published on 11 June, 2014.

Abstract

One relatively recent word-of-mouth customer loyalty metric purported is the Net Promoter Score (NPS), a metric based on the likelihood to recommend question asked in customer survey. Using two questionnaires we present NPS calculating of Samsung products in IRAN. By first one we show the NPS of after sales service and the reasons of recommending and not recommending this service by customers to others. The second questionnaire helps us to calculate NPS in three sections of sales including usage, before purchase, and in-store. In usage section we declare because of which characteristics customers recommend product. In second section we show that WOM has the most effect on the decision of customers and finally in-store results show the importance of Brand shops between customers.

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Keywords

Net Promoter Score (NPS), Word Of Mouth (WOM), likelihood Recommendation Score.

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