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Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction

Jade Logan, Daniele Doneddu Orcid Logo, Kevin McLafferty, Muneeb Ahmad Orcid Logo, Nicholas Micallef Orcid Logo

Lecture Notes in Computer Science, Volume: 16109, Pages: 135 - 156

Swansea University Authors: Jade Logan, Daniele Doneddu Orcid Logo, Kevin McLafferty, Muneeb Ahmad Orcid Logo, Nicholas Micallef Orcid Logo

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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...

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Published in: Lecture Notes in Computer Science
ISBN: 9783032050014 9783032050021
ISSN: 0302-9743 1611-3349
Published: Cham Springer Nature Switzerland 2025
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URI: https://cronfa.swan.ac.uk/Record/cronfa69924
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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. 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title Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
spellingShingle Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
Jade Logan
Daniele Doneddu
Kevin McLafferty
Muneeb Ahmad
Nicholas Micallef
title_short Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
title_full Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
title_fullStr Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
title_full_unstemmed Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
title_sort Behind Customer Satisfaction Metrics: Exploring User Perceptions of Net Promoter Score (NPS) as a Measure of Satisfaction
author_id_str_mv bad1b6ba52e1d1906db4b45a9fa36fd3
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author_id_fullname_str_mv bad1b6ba52e1d1906db4b45a9fa36fd3_***_Jade Logan
b1b5db525b5dbd5713e33d143f3d5d60_***_Daniele Doneddu
2c1b7e0a86cd940c889cfac8d4e9157f_***_Kevin McLafferty
9c42fd947397b1ad2bfa9107457974d5_***_Muneeb Ahmad
1cc4c84582d665b7ee08fb16f5454671_***_Nicholas Micallef
author Jade Logan
Daniele Doneddu
Kevin McLafferty
Muneeb Ahmad
Nicholas Micallef
author2 Jade Logan
Daniele Doneddu
Kevin McLafferty
Muneeb Ahmad
Nicholas Micallef
format Conference Paper/Proceeding/Abstract
container_title Lecture Notes in Computer Science
container_volume 16109
container_start_page 135
publishDate 2025
institution Swansea University
isbn 9783032050014
9783032050021
issn 0302-9743
1611-3349
doi_str_mv 10.1007/978-3-032-05002-1_7
publisher Springer Nature Switzerland
college_str Faculty of Science and Engineering
hierarchytype
hierarchy_top_id facultyofscienceandengineering
hierarchy_top_title Faculty of Science and Engineering
hierarchy_parent_id facultyofscienceandengineering
hierarchy_parent_title Faculty of Science and Engineering
department_str School of Mathematics and Computer Science - Computer Science{{{_:::_}}}Faculty of Science and Engineering{{{_:::_}}}School of Mathematics and Computer Science - Computer Science
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description 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.
published_date 2025-09-09T05:29:28Z
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