NPS数据在通信行业中的应用探讨

Discussion on the Application of NPS Methodology I Communication Industry

净推荐值是一种计量客户向其他人推荐某个企业或商品、服务可能性的指数。净推荐值逐渐替代了传统的客户忠诚度成为衡量企业产品好坏的重要标准。通过净推荐结果辅助的根源分析可以帮助找到阻碍用户发展及盈利的潜在问题,帮助做出决策。对NPS方法论在通信行业中的发展应用进行研究,同时结合江苏南京、苏州本地网的调研结果,阐述NPS如何给网络发展带来商业价值。

Score Net-promoter（NPS）,usual y referred to as the“net recommended value”,is a index of possibility measurement on the customer recommending a company or goods,services,to other people. NPS has gradual y replaced the traditional customer loyalty and become an important standard on measuring the quality of enterprise products. Analyzing the root causes of the re-sults from the net recommendation can help us to find potential problems that hinder the development and profitability of users and help us to make decisions. The core content of the NPS methodology is analyzed and combined with the research results on Nanjing and Suzhou,it expounds on how to bring the business value of the network.