Analysis of Net Promoter Score and customer satisfaction of a building material producer through a customer-centric approach following its internal reorganization in 2018

Abstract

In 2018 a producer of building materials underwent an internal reorganization that changed its strategy and organizational structure. For understanding whether this impacted NPS and customer satisfaction, the company was looking for an appropriate measurement system of these two metrics. The approach used by the company in the past was considered too much oriented towards internal functions and too little towards customers. This research challenges the previous approach with a customer-centric one that analyses customer satisfaction in relation to customers’ key touch points with the company.