Aggreko (B): Net promoter score implementation
The B case describes Lyons’ reaction to the executive teams’ issues. Backing off full scale implementation for the moment, Lyons proceeds with some pilot studies. The case reports customer feedback from one of the pilot studies.
By providing detailed data including extensive customer verbatims, the B case puts students in the shoes of a senior manager interpreting the results of a customer satisfaction survey. A secondary objective is to allow a more detailed discussion of questionnaire design and data collection protocols.
2005
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- Aggreko (A): Measuring customer satisfaction with Net Promoter Score
- Aggreko (B): Net promoter score implementation
- Aggreko (C): Update
- Aggreko (A): Measuring customer satisfaction with Net Promoter Score
- Aggreko (B): Net promoter score implementation
- Aggreko (C): Update
Research Information & Knowledge Hub for additional information on IMD publications
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