Case Study

Aggreko (B): Net promoter score implementation

11 pages
June 2011
Reference: IMD-5-0773

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.

Learning Objective

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.

Keywords
Customer Satisfaction, Customer Experience Management, Net Promoter Score, Dissatisfaction Driver, Business to Business, Strategy Implementation, Strategy Execution, Marketing
Settings
World/global
2005
Type
Field Research
Copyright
© 2011
Available Languages
English
Related material
Video
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This case study is part of a series
  • Aggreko (A): Measuring customer satisfaction with Net Promoter Score
  • Aggreko (B): Net promoter score implementation
  • Aggreko (C): Update
This case study is part of a series
  • Aggreko (A): Measuring customer satisfaction with Net Promoter Score
  • Aggreko (B): Net promoter score implementation
  • Aggreko (C): Update
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Aggreko (A): Measuring customer satisfaction with Net Promoter Score
By Seán Meehan
Case reference: IMD-5-0772 ©2011
Summary
By the end of 2004, Aggreko was on the move. The new CEO revealed a new strategy which led to a commitment to further enhance the company’s custome...
Reference IMD-5-0772
Copyright ©2011
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications

Aggreko (B): Net promoter score implementation
By Seán Meehan
Case reference: IMD-5-0773 ©2011
Summary
The B case describes Lyons’ reaction to the executive teams’ issues. Backing off full scale implementation for the moment, Lyons proceeds with some...
Reference IMD-5-0773
Copyright ©2011
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications