Enhancing Customer Feedback Process and KPI Efficacy within B2B: A Case Study on Improving Net Promoter Score Collection and Analysis
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Authors
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Publication date
2024
Typ of student thesis
Bachelor
Course of study
Collections
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11 - Student thesis
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Hochschule für Wirtschaft FHNW
Place of publication / Event location
Olten
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Bachem AG, Bubendorf
Abstract
Bachem AG, a biopharmaceutical industry supplier, uses the Net Promoter Score (NPS) to gauge customer loyalty and satisfaction. However, challenges to the current NPS surveying approach, such as low response rates and potential misalignments in feedback processes, have prompted the need to reevaluate and enhance these practices.
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English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
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Review
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Citation
Mitrovic, I. (2024). Enhancing Customer Feedback Process and KPI Efficacy within B2B: A Case Study on Improving Net Promoter Score Collection and Analysis [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/49080