Public sector reputation and netpromoter score

Abstract

Reputation of public sector organizations is increasingly formed through Word of Mouth (WOM) as citizens and stakeholders share their experiences with others both online and offline. Understanding and measuring WOM is a challenge for many public sector organizations, who often resort to measurement tools designed for the private sector. This paper looks at a popular WOM measurement tool, namely the Net Promoter Score (NPS) in the context of public sector organizations. In this paper, we ask how well does the NPS describe public sector reputation, and look at what the different stakeholder groups categorized by NPS are like in the public sector. As an illustrative case, we report findings of a stakeholder reputation survey (n: 1198) conducted for a large Finnish ministry utilizing both established reputation measures and the NPS. Based on our findings, we conclude that the traditional NPS requires tailoring to match the public sector context, and propose “The Public Sector Net Promoter Score (PSNPS)” as a new measure for WOM in the public sector context.

What Drives the Attractiveness of Public and Private Employers? Comparative Evidence From an Online Employer Review Platform

“…In the following section, we present our study sample, introduce the measurements, and elaborate on the statistical procedure. As the analysis of user-generated data from an online review platform is novel to the field of PA (Luoma-aho et al, 2021;Satzger & Vogel, 2023), we present our reflections on the strengths and weaknesses of such data early on in this section, rather than reserving them for the limitations section. It is important to keep in mind both the benefits and the limitations of online reviews when interpreting the results.…”

“…As job seekers increasingly consult such platforms to gather first-hand information about potential employers (Melián-González & Bulchand-Gidumal, 2016; Schaarschmidt et al, 2021), scholarship in human resource management (HRM) has acknowledged online word-of-mouth (WOM) as an important factor in organizational attraction and job choice decisions (Evertz et al, 2019). To the best of our knowledge, we are among the first to use online employer reviews to inform public administration (PA) scholarship (Luoma-aho et al, 2021; Satzger & Vogel, 2023).…”

Net Promoter Score sebagai Tolok Ukur Ketercapaian Customer Loyalty Peserta Pekerja Penerima Upah Badan Usaha

“…Oleh karena itu, perlu adanya umpan balik dari peserta. Umpan balik yang diperoleh akan dijadikan dasar perbaikan proses pelayanan yang telah dilaksanakan (Luoma-aho et al, 2021). Selain sebagai dasar dilakukannya perbaikan, umpan balik yang peserta berikan juga dapat memberikan beberapa informasi bagi badan penyelenggara, seperti sejauh mana kepuasan dan loyalitas peserta pada program yang diselenggarakan.…”

“…Kemudahan-kemudahan yang dikembangkan hendaknya dapat direncanakan dengan mempertimbangkan sudut pandang peserta. Dengan mempertimbangkan sudut pandang peserta diharapkan dapat memenuhi ekspektasi peserta (Luoma-aho et al, 2021) sehingga gap antara ekspektasi dengan proses pelayanan tidak terlalu jauh.…”

Do Inclusive Workplace Policies Foster Employer Attractiveness? Comparative Evidence From an Online Employer Review Platform

“…The third section presents the data and methods used. This study is among the first to use data from an online employer review platform to inform public management research (Luoma-aho et al, 2021; Vogel & Satzger, 2022). While such user-generated data may suffer from definite limitations, they also offer many clear advantages.…”