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The predictive ability of different customer feedback metrics for retention

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Cited by:

  1. J. Andrew Petersen & V. Kumar & Yolanda Polo & F. Javier Sese, 2018. "Unlocking the power of marketing: understanding the links between customer mindset metrics, behavior, and profitability," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 813-836, September.
  2. Sven Baehre & Michele O’Dwyer & Lisa O’Malley & Nick Lee, 2022. "The use of Net Promoter Score (NPS) to predict sales growth: insights from an empirical investigation," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 67-84, January.
  3. Hoekstra, Janny C. & Leeflang, Peter S.H., 2023. "Thriving through turbulence," European Management Journal, Elsevier, vol. 41(5), pages 730-743.
  4. Jonas R. Jahnert & Hato Schmeiser, 2022. "The relationship between net promoter score and insurers’ profitability: an empirical analysis at the customer level," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 47(4), pages 944-972, October.
  5. Thomas A. Burnham & Jeffrey A. Wong, 2018. "Factors influencing successful net promoter score adoption by a nonprofit organization: a case study of the Boy Scouts of America," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(4), pages 475-495, December.
  6. Peter C. Verhoef & Martin Heijnsbroek & Joost Bosma, 2017. "Developing A Service Improvement System for the National Dutch Railways," Interfaces, INFORMS, vol. 47(6), pages 489-504, December.
  7. Gao, Lily (Xuehui) & Melero-Polo, Iguácel & Sese, F. Javier, 2025. "The role of customer experience dimensions in expanding customer–firm relationships: A customer expansion journey approach," Journal of Retailing, Elsevier, vol. 101(3), pages 493-517.
  8. Sunghun Chung & Donghyuk Shin & Jooyoung Park, 2022. "Predicting Firm Market Performance Using the Social Media Promoter Score," Marketing Letters, Springer, vol. 33(4), pages 545-561, December.
  9. Ashley S. Otto & David M. Szymanski & Rajan Varadarajan, 2020. "Customer satisfaction and firm performance: insights from over a quarter century of empirical research," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 543-564, May.
  10. Thorhallur Gudlaugsson & Unnar Theodorsson, 2025. "Brand Image and Net Promoter Score: A Repeated Cross-Sectional Study in the Banking Sector," Administrative Sciences, MDPI, vol. 15(7), pages 1-16, June.
  11. Safian Bujang & Firdaus Abdullah & Muhammad Hafiz Abd Rashid, 2024. "Customer Experience Rating for Achieving Loyalty & Satisfaction," Information Management and Business Review, AMH International, vol. 16(3), pages 550-559.
  12. Cambra-Fierro, Jesús & Gao, Lily (Xuehui) & Melero-Polo, Iguácel & Trifu, Andreea, 2021. "How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  13. van Dijk, Mathilde & Van Herk, Hester & Prins, Remco, 2019. "Choosing your charity: The importance of value congruence in two-stage donation choices," Journal of Business Research, Elsevier, vol. 105(C), pages 283-292.
  14. Huayan Shen & Zhiyong Ou & Kexin Bi & Yu Gao, 2023. "Impact of Customer Predictive Ability on Sustainable Innovation in Customized Enterprises," Sustainability, MDPI, vol. 15(13), pages 1-18, July.
  15. Yi-Chun Ou & Peter C. Verhoef & Thorsten Wiesel, 2017. "The effects of customer equity drivers on loyalty across services industries and firms," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 336-356, May.
  16. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  17. Gijsenberg, Maarten & Verhoef, Pieter, 2018. "Moving Forward," Research Report 2018003-MARK, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
  18. Cambra-Fierro, Jesús & Gao, Lily (Xuehui) & Melero-Polo, Iguácel, 2021. "The power of social influence and customer–firm interactions in predicting non-transactional behaviors, immediate customer profitability, and long-term customer value," Journal of Business Research, Elsevier, vol. 125(C), pages 103-119.
  19. Jogi Mathew, 2024. "Drivers of Customer Retention: An Introspection Into Indian Retail Customers," Vision, , vol. 28(5), pages 567-579, November.
  20. 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.
  21. Tzu-Chien Wang & Ruey-Shan Guo & Chialin Chen & Chia-Kai Li, 2025. "Multi-Stage Data-Driven Framework for Customer Journey Optimization and Operational Resilience," Mathematics, MDPI, vol. 13(7), pages 1-33, March.
  22. Rahhal El Makkaoui, 2023. "Nature of Customer Experience in the Sharing Economy [La nature de l'expérience client dans l'économie collaborative]," Post-Print hal-04450139, HAL.
  23. Lily (Xuehui) Gao & Evert Haan & Iguácel Melero-Polo & F. Javier Sese, 2023. "Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention," Journal of the Academy of Marketing Science, Springer, vol. 51(2), pages 334-371, March.
  24. Rajkumar Venkatesan & Alexander Bleier & Werner Reinartz & Nalini Ravishanker, 2019. "Improving customer profit predictions with customer mindset metrics through multiple overimputation," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 771-794, September.
  25. Kosmo Karantonis & Oliver Schnittka & Mario Farsky & Henrik Sattler, 2025. "Empirical validation of a new technique (‘select-and-rank’) to measure brand preference," Journal of Brand Management, Palgrave Macmillan, vol. 32(3), pages 227-237, May.
  26. Hafiz Muhammad Naveed & Yao Hongxing & Muhammad Akhtar & Muhammad Usman Anwer & David Alemzero, 2020. "The Impact of Customer Feedback on Organizational Health when Employee Empowerment works as a moderator: Evidence from Pakistani Fast Food Industry," Business and Economic Research, Macrothink Institute, vol. 10(3), pages 65-89, September.
  27. Agag, Gomaa & Ali Durrani, Baseer & Hassan Abdelmoety, Ziad & Mostafa Daher, Maya & Eid, Riyad, 2024. "Understanding the link between net promoter score and e-WOM behaviour on social media: The role of national culture," Journal of Business Research, Elsevier, vol. 170(C).
  28. Sergio Pardo-Jaramillo & Daniel Aristizábal-Hernández & Paulo Cabrera & Ignacio Osuna Soto & Andres Muñoz-Villamizar, 2025. "Navigating higher education during COVID-19: a systematic review and meta-analysis of NPS and customer experience in technological adoption," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-15, December.
  29. Malek Simon Grimm & Ralf Wagner, 2024. "Challenging the linearity assumption of intra-brand image confusion," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(2), pages 355-374, June.
  30. Blessing, Gerald & Natter, Martin, 2019. "Do Mystery Shoppers Really Predict Customer Satisfaction and Sales Performance?," Journal of Retailing, Elsevier, vol. 95(3), pages 47-62.
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