Enhancing Customer Feedback Process and KPI Efficacy within B2B: A Case Study on Improving Net Promoter Score Collection and Analysis

dc.contributor.authorMitrovic, Ivana
dc.contributor.mentorVerhoeven, Marcel
dc.contributor.partnerBachem AG, Bubendorf
dc.date.accessioned2024-12-03T19:35:16Z
dc.date.available2024-12-03T19:35:16Z
dc.date.issued2024
dc.description.abstractBachem 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.
dc.identifier.urihttps://irf.fhnw.ch/handle/11654/49080
dc.language.isoen
dc.publisherHochschule für Wirtschaft FHNW
dc.spatialOlten
dc.subject.ddc330 - Wirtschaft
dc.titleEnhancing Customer Feedback Process and KPI Efficacy within B2B: A Case Study on Improving Net Promoter Score Collection and Analysis
dc.type11 - Studentische Arbeit
dspace.entity.typePublication
fhnw.InventedHereYes
fhnw.StudentsWorkTypeBachelor
fhnw.affiliation.hochschuleHochschule für Wirtschaft FHNWde_CH
fhnw.affiliation.institutBachelor of Science
relation.isMentorOfPublicationeef788f1-2fb8-4ed0-8ea8-c114eb235e0e
relation.isMentorOfPublication.latestForDiscoveryeef788f1-2fb8-4ed0-8ea8-c114eb235e0e
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Bachelor of Science