dc.contributor.author | Følstad, Asbjørn | |
dc.contributor.author | Kvale, Knut | |
dc.date.accessioned | 2018-08-27T05:29:13Z | |
dc.date.available | 2018-08-27T05:29:13Z | |
dc.date.created | 2018-07-30T10:27:24Z | |
dc.date.issued | 2018 | |
dc.identifier.citation | ServDes2018: Service Design Proof of Concept - Proceedings of the ServDes2018 Conference, Milano, 18-20 June | nb_NO |
dc.identifier.isbn | 978-91-7685-237-8 | |
dc.identifier.uri | http://hdl.handle.net/11250/2559337 | |
dc.description.abstract | Customer research is key to service design. However, current methods to obtain in-depth customer insight are resource demanding and rarely utilise available customer reports. In this study, we explore the widely used transactional Net Promoter Score (NPS) as a potential source of customer insight for service designers. Specifically, we explore the qualitative customer reports from transactional NPS. The study included the qualitative analysis of 1100 customer reports from a telecommunications service provider. We find that a proportion of customer reports clearly have potential as a source of customer insight, but that filtering is key. In particular, the detailed reports of low-scoring customers may provide the most valuable insight, as these can give a new perspective on the service process and a strengthened understanding of painpoints and potential improvements. We also discuss how the transactional NPS may be used more generally to assess the value and impact of service design. | nb_NO |
dc.description.abstract | Using the Net Promoter Score to support service design: Digging for gold in customer free-text reports | nb_NO |
dc.language.iso | eng | nb_NO |
dc.relation.ispartof | ServDes.2018: Service Design Proof of Concept - Proceedings of the ServDes.2018 Conference | |
dc.relation.uri | http://www.ep.liu.se/ecp/article.asp?issue=150&article=041&volume= | |
dc.title | Using the Net Promoter Score to support service design: Digging for gold in customer free-text reports | nb_NO |
dc.title.alternative | Using the Net Promoter Score to support service design: Digging for gold in customer free-text reports | nb_NO |
dc.type | Chapter | nb_NO |
dc.description.version | publishedVersion | nb_NO |
dc.source.pagenumber | 512-527 | nb_NO |
dc.identifier.cristin | 1598930 | |
cristin.unitcode | 7401,90,12,0 | |
cristin.unitname | Nettbaserte systemer og tjenester | |
cristin.ispublished | true | |
cristin.fulltext | postprint | |
cristin.qualitycode | 1 | |