Interval Estimation for the “Net Promoter Score”

  title={Interval Estimation for the “Net Promoter Score”},
  author={Brendan Rocks},
  journal={The American Statistician},
  pages={365 - 372}
  • Brendan Rocks
  • Published 27 January 2016
  • Computer Science
  • The American Statistician
ABSTRACT The net promoter score (NPS) is a novel summary statistic used by thousands of companies as a key performance indicator of customer loyalty. While adoption of the statistic has grown rapidly over the last decade, there has been little published on its statistical properties. Common interval estimation techniques are adapted for use with the NPS, and performance assessed on the largest available database of companies’ net promoter scores. Variations on the adjusted Wald, and an… 

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