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Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
,
Kevin McLafferty,
Muneeb Ahmad ,
Nicholas Micallef
Lecture Notes in Computer Science, Volume: 16109, Pages: 135 - 156
Swansea University Authors:
Jade Logan, Daniele Doneddu , Kevin McLafferty, Muneeb Ahmad , Nicholas Micallef
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DOI (Published version): 10.1007/978-3-032-05002-1_7
Abstract
Customer satisfaction is a critical component of user experience, shaping brand perception and influencing long-term customer relationships. Net Promoter Score (NPS) is a widely used metric to measure satisfaction, but its rigid classification thresholds and simplistic design often fail to capture t...
| Published in: | Lecture Notes in Computer Science |
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| ISBN: | 9783032050014 9783032050021 |
| ISSN: | 0302-9743 1611-3349 |
| Published: |
Cham
Springer Nature Switzerland
2025
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| Online Access: |
Check full text
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| URI: | https://cronfa.swan.ac.uk/Record/cronfa69924 |
| Abstract: |
Customer satisfaction is a critical component of user experience, shaping brand perception and influencing long-term customer relationships. Net Promoter Score (NPS) is a widely used metric to measure satisfaction, but its rigid classification thresholds and simplistic design often fail to capture the complexity of customer perceptions. While critics advocate for alternative models, NPS remains deeply embedded in industry practices. Rather than seeking to replace it, this study focuses onenhancing its interpretability by examining how customers understand and express satisfaction through NPS. Adopting an approach that focuses on the users point-of-view, this research explores customer perception of NPS scores within a UK banking context, investigating how individuals classify themselves within the metric and how the tone of their feedback reflects their true sentiment. Findings reveal that while many UK banking customers correctly identify their NPS category, misclassification is common, particularly among those who feel positive about their experience but provide scores that place them in lower categories. These results could highlight the importance of designing customer satisfaction measures that align with user expectations and communication styles. Furthermore, analysis of feedback tone suggests that sentimentbased models could complement existing metrics, offering a more nuanced understanding of customer experiences. This research underscores the need for a more nuanced interpretation of customer satisfaction, ensuring that feedback mechanisms capture the complexity of user sentiment and drive meaningful service improvements. More broadly, these findings may have implications for the design of customer feedback systems, underscoring the need for interpretive approaches that can capturethe complexity of user sentiment and drive meaningful service improvements. |
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| Keywords: |
Customer Satisfaction; Customer Experience; User Study; Net Promoter Score; User Perception |
| College: |
Faculty of Science and Engineering |
| Funders: |
EPSRC grant number EP/S021892/1 |
| Start Page: |
135 |
| End Page: |
156 |