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
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]
Harvard Business School Publishing
60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]
NUCB Business School
1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]
IMD retains all proprietary interests in its case studies and notes. Without prior written permission, IMD cases and notes may not be reproduced, used, translated, included in books or other publications, distributed in any form or by any means, stored in a database or in other retrieval systems. For additional copyright information related to case studies, please contact Case Services.
Research Information & Knowledge Hub for additional information on IMD publications
- 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
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications

Taking up a new leadership post can mean a dramatic shift in the way others see you – and how you define yourself. It is vital to learn how to separate your true self from the demands and expectations of the role.

Campaign failures at Apple, Bud Light, & Jaguar show why boards must prioritize marketing oversight. Insights from Su-mei Thompson.
BARCELONA, JANUARY 2023. What started in 2016 as a humble entrepreneurial attempt to contribute to a more sustainable future had turned into a solid eyewear brand present in major Western markets. François van den Abeele was even more excited by t...
As with most business opportunities, branding is essential to pioneering in sustainability. Only with branding can a company resist commoditization and obtain a premium price to compensate for the upfront investment and risk in making a major chan...
The Swiss start-up Planted makes plant-based meat substitutes with remarkable environmental benefits. Its “beef” requires 97% less CO2 and 81% less water than meat from cows, while its “chicken,” also from pea protein, involves 77% less CO2 and 81...
Consumer preferences are increasingly favoring brands with a strong local identity. The reasons for this trend include environmental concerns and challenges in our fast-paced, interconnected world. Global crises -- such as the COVID-19 pandemic, c...

Four tips to market to women more effectively and reach, engage and convert female consumers who make 80% to 85% of all purchasing decisions.

While it’s tempting for business leaders to think they can safely navigate a divisive cultural and political landscape, it’s a fool’s errand.
The case study delves into strategic transformation and leadership transitions at Unilever since 2009. Unilever has been an industry leader of business sustainability. Paul Polman was a pioneer who introduced the idea that, by addressing social an...

Marketing campaigns for sustainable offerings often fail, leaving businesses with products that do not sell. How can companies reach customers more effectively?
Research Information & Knowledge Hub for additional information on IMD publications
in I by IMD
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
in Binder, Julia Katharina (Ed.); Haanaes, Knut Bjarne (Ed.) / Leading the sustainable business transformation: A playbook from IMD, pp. 127-136 / Hoboken: Wiley, 2025
Research Information & Knowledge Hub for additional information on IMD publications
in Binder, Julia Katharina (Ed.); Haanaes, Knut Bjarne (Ed.) / Leading the sustainable business transformation: A playbook from IMD, pp. 151-165 / Hoboken: Wiley, 2025
Research Information & Knowledge Hub for additional information on IMD publications
in FamilyBusiness.org 28 October 2024
Research Information & Knowledge Hub for additional information on IMD publications
in I by IMD
Research Information & Knowledge Hub for additional information on IMD publications
in I by IMD
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications
Research Information & Knowledge Hub for additional information on IMD publications