The document discusses the Net Promoter Score (NPS) concept, its use in measuring customer loyalty and satisfaction, and results from administering an NPS survey to 341 students at the University of Wollongong in Dubai (UOWD). Key findings include an overall NPS of -16 for UOWD and 1 for course of study. NPS was lower for females, undergraduates, and certain nationalities. Recommendations focus on gathering ongoing feedback, engaging promoters and detractors, and using insights to improve processes.

1. Abhijith Radhakrishnan 5152331
Hao Xingguang 5292621
Ruhi Rukadikar 5158564
Wang Yu 5175938

2.  An idea developed by Frederick Reiehheld (2003) in Harvard Business Review.
 A tool for measuring customer loyalty on a scale from 0 to 10
 An indicator of your company’s growth potential.
 Studies show that over 78% of educational decisions are made based on peer-
to-peer recommendations, while only 14% are based on advertisements.
 A simple to understand concept
 Adaptability
Net Promoter Score

3. How likely are you to recommend us?

4. Critical Remarks
 The model is
too simple
 No distinctions
between 0 to 6
 Not much
difference in %
promoters and
% detractors in
final score
 Inaccurately
measures
customer
behavior

5. 
Using IBM SPSS Statistics Data Editor
Findings

6. How likely would you recommend UOWD and your
course of study to a friend or colleague?
NPS: -16
NPS: 1

7. 
Interpretation of our Analysis
 A total of 341 respondents.
 Largest group of the passively satisfied with 45%.
 21% and 3% of students are promoters and detractors.
 Net promoter score of -16, while course of study on the other hand side is
1 which is positive.

8. 
NPS in terms of Gender
NPS: -19
NPS: -13

9. 
Interpretation of our Analysis
 A total of 341 respondents.
 21% and 34% of male students are promoters and detractors.
 19% and 38% of female students are promoters and detractors.
 Male students have a higher NPS of -13 compared to Female students NPS
of -19

10. 
NPS in terms of type of degree
NPS: -21
NPS: -3

11. 
Interpretation of our Analysis
 A total of 341 respondents.
 Post graduate students tend to have a more positive outlook about the
university than undergraduates with NPS score of -3 compared to
Undergraduates NPS score of -21.

12. 
NPS in terms of Nationality

13. 
Interpretation of our Analysis
 A total of 341 respondents.
 Indian students tend to have more respondents and having positive response
with NPS score of 2.
 Sri Lanka Nigeria and Philippines students have positive responses with NPS
score of 20, 20 and 15.
 Jordanian and Moroccan students have the most negative response with NPS
scores of 72 and 71

14. 
Tactical blueprint, Analysis, Interpretations, Results
Recommendations

15. Measuring feedbacks consistently
 Through constant feedbacks from promoters,
passives and detractors, we understand what we
did right for the promoters and applying the
same to detractors and passives.
 Student focus groups to constantly monitor and
report the results of the feedbacks from
detractors to the board.
 Objective is to understand in detail what the
students value to draw upon to make process
and policy refinements.
 Fast and granular feedbacks, helps create a
student centric culture.
 Use Net promoter score as an engagement tool
to start conversation and continue dialogue.

16. Using the right tool the right way
 Creating platforms and programs to put promoters to
work. For E.g. Increasing testimonials, videos and Vlogs.
There by spreading the positive word out
 Engaging passives, giving them reasons to promote.
Show them you are listening and taking actions. Also
have a conversion target about converting 30% to
promoters.
 Target specific detractors. Ask them to help you
improve. Show them you are taking actions. Approach
them with a target goal of converting them.
 Prone to switching to competitors. Show them you are
taking actions by constantly reaching out.
 Taking action on insights, regular progress updates.
Goal should be to implement on improvement plan.
 Simplify structure. Use simple language internally and
externally. Create a business simplification strategy.
Simplify
structural
Processes

17. 
References
Journal Articles, Books, Reviews

18.  Mandal, P., 2014. Net promoter score: a conceptual analysis. International Journal of Management
Concepts and Philosophy, 8(4), p.209.
 McDaniel, C. and Gates, R., 2005. Marketing research. Hoboken, NJ: Wiley.
 Rocks, B., 2016. Interval Estimation for the ‘Net Promoter Score’. The American Statistician, pp.1-24.
 Reichheld, F., Markey, R. and Reichheld, F., 2011. The ultimate question 2.0. Boston, Mass.: Harvard
Business Press.
 Faltejsková, O., Dvořáková, L. and Hotovcová, B., 2016. Net promoter score integration into the
enterprise performance measurement and management system – a way to performance methods
development. E+M, 19(1), pp.93-107.
 Seth, S., Scott, D., Svihel, C. and Stephen, M., 2016. Solving the Mystery of Consistent Negative/Low
Net Promoter Score (NPS) in Cross-Cultural Marketing Research. amj, 17(4), p.43.
 Mackintosh, D., 2015. Net promoter scores: monitoring practice performance. In Practice, 37(7),
pp.370-372.
 Shaw, R., 2008. Net Promoter. Journal of Database Marketing & Customer Strategy Management,
15(3), pp.138-140.
 Jeanjean, F., n.d. High Correlation between Net Promoter Score and Evolution of Consumer’s
Willingness to Pay (Empirical Evidence from European Mobile Markets). SSRN Electronic Journal.

19.  Keiningham, T., Aksoy, L., Cooil, B. and Andreassen, T., 2008. Invited Commentary —Net
Promoter, Recommendations, and Business Performance: A Clarification on Morgan and
Rego. Marketing Science, 27(3), pp.531-532.
 Tweneboah-Koduah, E. and Yuty Duweh Farley, A., 2015. Relationship between Customer
Satisfaction and Customer Loyalty in the Retail Banking Sector of Ghana. IJBM, 11(1), p.249.
 Anon, 2016. How To Improve NPS Without Focusing on the Score. [online] YouTube. Available
at: <https://www.youtube.com/watch?v=7bc8pRGkiO0> [Accessed 25 Oct. 2016].
 Anon, 2016. Loyalty Expert Fred Reichheld @Rotman. [online] YouTube. Available at:
<https://www.youtube.com/watch?v=ZP-q0w81E0E> [Accessed 25 Oct. 2016].
 Anon, 2016. Turn Customers into Promoters. [online] YouTube. Available at:
<https://www.youtube.com/watch?v=xr5EzwfiQdM> [Accessed 25 Oct. 2016].