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Net Promoter Score–Beyond the measure: A statistical approach based on generalized ordered logit models implemented by Stata to conduct an NPS key drivers’ analysis

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  • Debora Giovannelli

    (Florence)

Abstract

The Net Promoter Score (NPS) index is a popular satisfaction measure that allows one to gauge customer loyalty (CL) at most large and medium-sized

Suggested Citation

  • Debora Giovannelli, 2022. "Net Promoter Score–Beyond the measure: A statistical approach based on generalized ordered logit models implemented by Stata to conduct an NPS key drivers’ analysis," Italian Stata Users' Group Meetings 2022 12, Stata Users Group.
    • Handle: RePEc:boc:isug22:12
    as

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    File URL: http://repec.org/isug2022/Italy22_Giovannelli.pdf
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    References listed on IDEAS

    as
    1. Richard Williams, 2006. "Generalized ordered logit/partial proportional odds models for ordinal dependent variables," Stata Journal, StataCorp LLC, vol. 6(1), pages 58-82, March.
    2. Richard Williams, 2012. "Using the margins command to estimate and interpret adjusted predictions and marginal effects," Stata Journal, StataCorp LLC, vol. 12(2), pages 308-331, June.
    3. Raassens, N. & Haans, Hans, 2017. "NPS and online WOM investigating the relationship between customers’ promoter scores and eWOM behavior," Other publications TiSEM 931e7761-7c6e-40ee-8976-2, Tilburg University, School of Economics and Management.
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