Net promoter score integration into the enterprise performance measurement and management system – a way to performance methods development

Faltejsková, Olga; Dvořáková, Lilia; Hotovcová, Barbora

doi:10.15240/tul/001/2016-1-007

Cited by 10 publications

(8 citation statements)

References 1 publication

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“…It needs to be done to boost the growth of MSMEs. Faltejskova [24] states that enterprise performance can be an indicator in measuring the success, ability to compete, and a chance to ensure the sustainability of a business in a specific industry. Goncharuk [25] also defines enterprise performance management as a system that combines all actions and interactions that occurs in an organizational structure with the goal to gain sustainability.…”

Section: Enterprise Risk Management (Erm)mentioning

confidence: 99%

The Impact of Internal, External and Enterprise Risk Management on the Performance of Micro, Small and Medium Enterprises

et al. 2019

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This paper aims to develop the role of internal factors, external factors, and risk management variables on MSMEs’ business performance. This research was conducted in underdeveloped regions of five provinces, which includes 14 cities in Indonesia—East Java, West Sumatra, North Sumatra, West Nusa Tenggara, and East Nusa Tenggara. The Resource-based view and Market-based view methods were chosen to measure 1401 data of MSMEs. The data was collected using offline questionnaires then processed using SPSS. This paper demonstrates a remarkable outcome for MSMEs, showing the significant result of risk management factors that includes risk assessment of marketing and financial management. Other independent variables of internal, external, and risk management factors also show important outcomes on MSMEs performance. This paper offers additional value of the implementation of ERM in MSMEs, which are spread in underdeveloped regions in Indonesia. The findings shown that the activity of the enterprises in identifying and managing risk would bring up the significant effect on operational business performances.

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Section: Enterprise Risk Management (Erm)mentioning

confidence: 99%

The Impact of Internal, External and Enterprise Risk Management on the Performance of Micro, Small and Medium Enterprises

et al. 2019

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“…Americans are the nation of optimists and for example Europeans are more modest in describing the positive view of something 21 . There are opinions that in Europe, the NPS should be measured differently and those who gave 10 and 9 but also 8 should be promoters and detractors should be limited only to those who gave 5 or less on the scale 22 .…”

Section: Criticism Of the Npsmentioning

confidence: 99%

Employee Net Promoter Score (eNPS) as a Single-item Measure of Employee Work Satisfaction. An Empirical Evidence from Companies Operating in Poland

Sedlak¹

2020

Contemporary Organisation and Management. Challenges and Trends

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The author conducted 3 independent surveys on over 6500 employees in 3 different companies. The eNPS results were correlated with questions concerning the general opinion about work and the employer. The eNPS indicator was proven to highly correlate with items describing the general employee opinion about work satisfaction. The numerical value of the indicator itself is considered by the author as misleading due to asymmetry in the classification of positive and negative opinions.

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“…According to Faltejsková, et al (2016) in the current global economic conditions, which is unsteady, turbulent and tumultuous, it is important to alter the course business to more execution oriented. As it is likewise a customer arranged market, to exceed expectations in the execution factor, it is particularly important to know and comprehend where the organization remains in the customer perspective.…”

Section: Net Promoter Score -A Critical Evaluationmentioning

confidence: 99%

Net Promoter Score - An Evaluation of Top Companies in On-line Retailing in India

Sugant¹

2020

samvad

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A major tool that is used to measure the customer satisfaction and loyalty in organisation is "Net Promoter Score (NPS)", which tends to assess the loyalty through one question "On a scale of zero-to-ten, how likely is it that you would recommend us to a friend or colleague"? Based on the ratings given by the above questions, NPS classifies customers into three typespromoters, passives and detractors. NPS score is defined as "%promoters -%detractors". NPS as a tool is also being used by several Indian companies across the spectrum to measure customer satisfaction and loyalty. However, the data regarding the same is not publicly available for customers to make an informed decision. This research aims at bridging this gap by assessing NPS with regard to on-line retailing in India.

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Net promoter score integration into the enterprise performance measurement and management system – a way to performance methods development

Cited by 10 publications

References 1 publication

The Impact of Internal, External and Enterprise Risk Management on the Performance of Micro, Small and Medium Enterprises

The Impact of Internal, External and Enterprise Risk Management on the Performance of Micro, Small and Medium Enterprises

Employee Net Promoter Score (eNPS) as a Single-item Measure of Employee Work Satisfaction. An Empirical Evidence from Companies Operating in Poland

Net Promoter Score - An Evaluation of Top Companies in On-line Retailing in India

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