The Air Conditioning Service Quality research aims to produce a best practice industry benchmark that companies can use to compare their own Service Quality Dimensions / Customer Satisfaction results with.
While doing so it also challenges the ranking system utilised by the NET Promoter Score which uses a 10 point ranking system proposed by Reichheld, Frederick F. (2003) to establish ‘detractors’ (1-6), ‘passives’ (7-8) and ‘promoters’ (9-10) but lacks supporting evidence of universal application across all industry and country segments, proposing an alternative method for identifying and classifying these themes.
We also challenge the proposition by Frederick F. (2003) that there is no correlation between satisfaction and growth by introducing a longitudinal study complete by Keiningham that found equivalent or improved correlation between satisfaction and growth by repeating Reichheld’s original NET promoter analysis, proving there is a correlation between satisfaction and growth while highlighting the influence Service Quality Dimensions have on satisfaction.
Tel: +44(0)1932 282 351
Website Survey Registration: www.customisedconsulting.com/air-conditioning-service-quality-research/
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