EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 16, Problem 2PA
Summary Introduction
Interpretation: The number of responses at each level (1 through 10) is to be counted, and the number and percentage of customers at the promoter, passive, and detractor levels are to be determined and the net promoter score (NPS) is to be calculated.
Concept Introduction: NPS (Net Promoter Score) is one of the measurement tools to growth of the company. It is calculated by the percentage of the promoters and detractors.
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e. Ho: Mean 1 = Mean 2 = Mean 3
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