Net Promoter Research Articles

ИЗУЧЕНИЕ АСПЕКТОВ ПОТРЕБИТЕЛЬСКОЙ УДОВЛЕТВОРЁННОСТИ КАЧЕСТВОМ ОНЛАЙН-СЕРВИСОВ ЗАКАЗА ТОВАРОВ АПТЕЧНОГО АССОРТИМЕНТА

The current level of development of pharmaceutical care allows consumers to buy pharmacy products remotely. Online services that provide this service (Internet pharmacies) have gained popularity both abroad and in Russia. In order to fully analyze the quality of their activities and identify opportunities for development, it is necessary to assess the consumers' perception of such services. The objective of the study was to assess customer satisfaction and loyalty of online pharmacy ordering services, as well as the availability of such services for different socio-demographic groups. The main method of the study was a questionnaire survey conducted among 424 residents of Moscow and the Moscow region, which allowed us to assess their expectations and real perceptions in the context of a number of aspects of using online pharmacies with the subsequent identification of factors that reduce the satisfaction of respondents. The following quality criteria were evaluated: interface usability, design aesthetics, order fulfillment aspects, availability and completeness of product information, and availability of pharmaceutical counseling. In addition, the Net Promoter Score and the Customer Effort Score were measured. According to most of the proposed quality criteria, the satisfaction of residents of Moscow and the Moscow region with online services for ordering pharmacy products is high. Negative values of quality coefficients for two items require paying attention to the aspects of order fulfillment, as well as the presence of remote pharmaceutical counseling services in online pharmacies. In addition, it was found that less than half (33.7%) of respondents trust information about medicines on the websites of pharmacy product ordering services.

Using Software to Implant Orthopaedic Hardware: Surgeon Intraoperative Confidence Increased with Latest Technological Updates.

Robotic-assisted total knee arthroplasty (TKA) has been associated with improved accuracy and precision of implant placement, protection of soft tissue, and improved patient-reported postoperative outcomes when compared to manual TKA techniques. Previous studies have highlighted the importance of surgical confidence throughout the learning curve when adopting robotic-assisted platforms. The purpose of this study was to evaluate the confidence and efficiencies of surgeons when utilizing computed tomography (CT)-based robotic TKA technology. A cross-sectional, questionnaire-based study was conducted with 20 arthroplasty-trained surgeons with prior experience in both manual TKA and robotic-assisted TKA techniques. The surgeons completed an initial learning period, with new software, during various stages of their experience. The new TKA software upgrade builds on the prior software version with new features. A Net Promoter Score (NPS), the measurement of a respondent's likelihood to recommend a product or service to others, was used during the analysis of survey questions. A NPS over 50 indicates a positive score. When compared to manual TKA techniques, 95% of surgeons reported that their overall intraoperative confidence increased with the new software upgrade for CT-based robotic technology and had an average rating of 8.9 out of 10 for their intraoperative confidence with the new software upgrade. Additionally, 100% of surgeons reported that they were more confident when performing intraoperative implant adjustments with the new software upgrade when compared to manual TKA. Surgeons determined that the overall use of the new software upgrade was intuitive (8.4 of 10 average rating) and were satisfied with the overall use of the new software upgrade (9 of 10 average rating). Also, surgeons reported that they would recommend the new software upgrade for CT-based robotic technology to colleagues (NPS of 85), as well as being used as a research tool (NPS of 85) or for a training and education tool in a fellowship program (NPS of 90). As new technology continues to enter the field of orthopedics, it is important to ensure upgrades and advancements continue to serve surgeons and provide efficiencies in the operating room. For established robotic surgeons, the new robotic technology assessed in this study provided increased confidence when compared to manual TKA. Based on these results, the new software upgrade demonstrated value during various stages of a TKA procedure and is highly recommended for use by others in the field of orthopedics.

‘Naming and faming’ maternity care providers: A mixed-methods study

BackgroundPositive benchmarking can serve as a catalyst for maternity care improvement. AimTo retrospectively benchmark Flemish maternity care providers' qualities, based on women's positive care experiences, and to explore which attributes of the different care providers contribute to these experiences. MethodsA sequential, two-phased mixed-methods study benchmarking the qualities of the community midwife, the hospital midwife, and the obstetrician. An online questionnaire was used to collect the data among pregnant and postpartum women, who rated their care experiences with the various care providers using the Net Promoter Score. Non-parametric and post hoc tests established the differences between types of clinicians and between antenatal, intrapartum, and postpartum Net Promoter Score mean scores. Content analysis was used to construct a final pool of keywords representing attributes of care professionals, accumulated from the promoters’ free text responses. Ranks were assigned to each keyword based on its frequency. FindingsA total of 2385 Net Promoter Scale scores and 1856 free-text responses of 1587 responders were included. The community midwife received the overall highest NPS scores (p < .001). The promoters (n = 1015) assigned community midwives the highest NPS scores (9.67), followed by obstetricians (9.57) and hospital-based midwives (9.51). The distinct benchmarking attributes of community midwives were availability (p < .001), supportiveness (p = .04) and personalised care (p < .001). Being honest (p < .001), empathic (p < .001) and inexhaustible (p = .04) benchmarked hospital midwives. Calmness (p < .001), a no-nonsense approach (p < .001), being humane (p = .01) and comforting (p = .02) benchmarked obstetricians. Discussion/ConclusionThe findings indicate that all care providers are highly valued, but community midwives are ranked the highest. The distinct differences between the care professionals can serve as exemplary performance for professional development and shape the profiles of maternity care professionals.

THE IMPORTANCE OF ADEQUATE RESOURCES AND EQUIPMENT TO STAFF ENGAGEMENT IN A HEALTHCARE SYSTEM

Abstract During this time of unprecedented staffing challenges, identifying factors impacting staff engagement may be one step towards rebuilding the healthcare workforce. This study was designed to identify work factors differentiating positively engaged employees from others. In May 2023, 350 employees (response rate=30%) from across a healthcare system (including skilled nursing facilities, adult day centers, community services, and assisted living) serving older adults in New York City and Westchester County, completed surveys examining employee engagement and satisfaction with five work factors. Engagement was measured using the employee net promoter scale (eNPS) in which employees rate from 1 (Not At All) to 10 (Very) “How likely is it that you would recommend the organization as a workplace.” Those answering 9-10 are classified as “Promoters” (engaged/positive concerning the workplace), 7-8 “Neutrals”, and 1-6 are “Detractors” (unengaged/negative). Participants also responded 1 “very unsatisfied” to 5 “very satisfied” on work factors: general work satisfaction, having enough resources/equipment, receiving timely information, supervisor support, and coworker respect. Based on eNPS responses, 160 (45.7%) employees were “Promoters”, 65 (18.6%) “Neutrals”, and 125 (35.7%) “Detractors.” A series of one-way analysis of variance and post-hoc Bonferonni analyses then examined work factor satisfaction by staff engagement level. As expected, “Promoters” and “Neutrals” were significantly more satisfied than “Detractors” on all five work factors however, only having enough resources/equipment separated “Promoters” (M=3.63, SD=1.24) from “Neutrals” (M=4.06, SD=89, p &amp;lt;.05). These findings indicate that providing staff with sufficient resources/equipment should be prioritized in the effort to establish a healthcare workforce of “Promoters.”

Loyalty to Loyalty Metrics: Evaluating the Use of “Likelihood to Recommend” in Health Care Experience

Summary Loyalty in a customer relationship may be simply defined as a positive feeling about a brand that drives behavior to repurchase services or products and creates a preference for that brand in the future. The original articulation of the Net Promoter Score (NPS) was anchored in repurchasing behaviors in multiple industries, which notably did not include health care. As health care becomes increasingly consumer driven and fragmented by new and nontraditional models of care, efforts to measure patient and/or employee loyalty — often characterized as a likelihood to recommend or NPS, is growing. However, the value framework in health care is ultimately about better health, higher quality/safety, and exceptional experience at lower cost — not loyalty programs. In fact, most organizations do not track retention of patients longitudinally nor the growth associated with word of mouth. When strategically deployed, survey questions that ask about likelihood to recommend can help organizations establish trending data that can be a valuable indicator for health care organizations looking to drive improvement and to understand what is working and what is not. However, such data must be supplemented with robust analytics to assess operational and financial impact and methods of uncovering the drivers behind the likelihood-to-recommend scores. The authors offer a perspective of what they know to date and considerations for a meaningful approach.

Teachers’ Evaluation of the Usability of a Self-Assessment Tool for Mobile Learning Integration in the Classroom

This article explores teachers’ perceptions of a self-assessment tool designed to guide the integration of mobile devices into teaching and learning processes. Using the Educational Design Research (EDR) methodology with a quantitative analysis approach, the study sampled 228 teachers across 60 educational institutions at varying levels of education. Participants used the self-assessment tool to gauge their own competencies and identify areas for improvement. They then completed the “System Usability Scale” (SUS) questionnaire, a reliable metric with a 0.96 reliability score commonly used for evaluating educational tools. The results indicate moderate to high acceptance of the self-assessment tool, with an average SUS score of 70.65. The study also reports a Net Promoter Score (NPS) of 22.4, with approximately 43% of teachers as promoters of the tool. Interestingly, usability scores displayed variability among teachers in the early stages of primary education (6–8 years), ranging from 47.50 to 77.50. However, scores improved in more advanced stages, showing an increase of over 40%. The findings suggest that the tool is generally effective and useful for teachers, providing valuable insights for its wider application.

Differences in Software Usability Level Based on User Background

The development of software must consider usability as one of its key success indicators. Relatively few studies discuss the factors influencing usability, including users’ backgrounds. The purpose of this research was to investigate the impact of user background, specifically gender, class (year of college admission), and frequency of use on the rating of usability. This research utilized a descriptive quantitative method with instruments: the usability matrix of the Computer System Usability Questionnaire (CSUQ), the System Usability Scale (SUS), the Usability Metric for User Experience (UMUX), and the Net Promoter Score (NPS). The research object was the Learning Management System (LMS) of two state universities in Yogyakarta. Two sets of questionnaire responses were obtained: 305 men and 442 women answered the first time, and 280 men and 584 women answered the second time. Our result shows that the mean value of usability level from CSUQ, SUS, UMUX, and NPS is mostly higher in female than male respondents, in junior to more senior students, and in respondents who use the system more frequently than those who use it less. This trend was consistent, even though the sequence of questionnaire choice order was reversed between the first and second data collection at the two universities. This research hence concluded that, based on gender, women tend to offer a higher rating of usability than men; based on class, the younger generation tends to provide higher ratings of usability than the older generation, and users who use the system more frequently tend to give higher usability rating than those who less use it.

Revolutionizing Patient Monitoring in Age-Related Macular Degeneration: A Comparative Study on the Necessity and Efficiency of the AMD VIEWER.

(1) Background: Age-related Macular Degeneration (AMD) is a critical condition leading to blindness, necessitating lifelong clinic visits for management, albeit with existing challenges in monitoring its long-term progression. This study introduced and assessed an innovative tool, the AMD long-term Information Viewer (AMD VIEWER), designed to offer a comprehensive display of crucial medical data-including visual acuity, central retinal thickness, macular volume, vitreous injection treatment history, and Optical Coherent Tomography (OCT) images-across an individual eye's entire treatment course. (2) Methods: By analyzing visit frequencies of patients with a history of invasive AMD treatment, a comparative examination between a Dropout group and an Active group underscored the clinical importance of regular visits, particularly highlighting better treatment outcomes and maintained visual acuity in the Active group. (3) Results: The efficiency of AMD VIEWER was proven by comparing it to manual data input by optometrists, showing significantly faster data display with no errors, unlike the time-consuming and error-prone manual entries. Furthermore, an elicited Net Promoter Score (NPS) of 70 from 10 ophthalmologists strongly endorsed AMD VIEWER's practical utility. (4) Conclusions: This study underscores the importance of regular clinic visits for AMD patients. It suggests the AMD VIEWER as an effective tool for improving treatment data management and display.

Transgender Patients Report Lower Satisfaction with Care Received than Cisgender Patients Receiving Care in an Academic Medical Care System.

Purpose: Transgender and gender diverse (TGD) patients experience challenges in health care settings, including stigma, lack of culturally competent providers, and suboptimal gender-affirming care. However, differences in patient satisfaction between TGD patients compared with cisgender patients have been inadequately studied. This study aimed to assess such differences in patient satisfaction with care received in a large academic medical care system in Boston, Massachusetts. Methods: Routine patient satisfaction surveys were fielded from January to December 2021 and were summarized. Logistic regression models compared low net promoter scores (NPS; ≤6) between gender identity groups (cisgender women, transmasculine and nonbinary/genderqueer people assigned female at birth [AFAB], transfeminine and nonbinary/genderqueer people assigned male at birth) relative to cisgender men, adjusting for age, race, ethnicity, education, inpatient/outpatient service delivery, and distance from medical center. Results: Of 94,810 patients, 246 (0.3%) were TGD and 94,549 (99.7%) were cisgender. The mean age was 58.3 years (standard deviation = 16.6). Of the total sample, 17.0% of patients were people of color, 6.6% were Hispanic/Latinx, 48.6% were college graduates, and 2.6% had received inpatient care. In general, patient satisfaction with health care received was lower for TGD patients than for cisgender patients (7.3% vs. 4.5% reporting low NPS; adjusted odds ratio [aOR] = 1.14; 95% confidence interval [CI] = 0.70-1.85). Transmasculine and nonbinary/genderqueer patients AFAB had elevated odds of low NPS compared with cisgender men (8.8% vs. 3.6%; aOR = 1.71; 95% CI = 1.02-2.89). Conclusion: Future research is warranted to better understand factors driving lower ratings among TGD patients. Health care quality improvement efforts are needed to address gender identity inequities in care.

The Net Promoter Score interrogated through a services marketing lens: Review and recommendations for service organizations

The Net Promoter Score (NPS) is used by many service organizations as a key customer loyalty metric and driver of growth. Yet, despite its widespread adoption and consequent benchmarking benefits, the methodological soundness and usefulness of NPS has been questioned. Compounding these problems, few guidelines on NPS enhancement strategies exist, since research on antecedents to NPS remains elusive. The combination of (a) questionable research underpinning the original proposal for NPS, and (b) an under-researched nomological net, creates an unfortunate paradox, whereby service organizations strive to raise a score that may or may not lead to organizational success, with little evidence-based knowledge on how to raise this score strategically. To address this, we utilize a guiding framework to interrogate NPS though a services marketing lens. We use this framework to underpin a critical review of NPS as it applies to service organizations, and through the review, identify and discuss ten NPS interrogations. We then propose recommendations that address each of these to enhance further knowledge development and improve ongoing practice of NPS by service organizations.

Evaluating the Usability and Functionality of Intelligent Source Code Completion Assistants: A Comprehensive Review

As artificial intelligence advances, source code completion assistants are becoming more advanced and powerful. Existing traditional assistants are no longer up to all the developers’ challenges. Traditional assistants usually present proposals in alphabetically sorted lists, which does not make a developer’s tasks any easier (i.e., they still have to search and filter an appropriate proposal manually). As a possible solution to the presented issue, intelligent assistants that can classify suggestions according to relevance in particular contexts have emerged. Artificial intelligence methods have proven to be successful in solving such problems. Advanced intelligent assistants not only take into account the context of a particular source code but also, more importantly, examine other available projects in detail to extract possible patterns related to particular source code intentions. This is how intelligent assistants try to provide developers with relevant suggestions. By conducting a systematic literature review, we examined the current intelligent assistant landscape. Based on our review, we tested four intelligent assistants and compared them according to their functionality. GitHub Copilot, which stood out, allows suggestions in the form of complete source code sections. One would expect that intelligent assistants, with their outstanding functionalities, would be one of the most popular helpers in a developer’s toolbox. However, through a survey we conducted among practitioners, the results, surprisingly, contradicted this idea. Although intelligent assistants promise high usability, our questionnaires indicate that usability improvements are still needed. However, our research data show that experienced developers value intelligent assistants highly, highlighting their significant utility for the experienced developers group when compared to less experienced individuals. The unexpectedly low net promoter score (NPS) for intelligent code assistants in our study was quite surprising, highlighting a stark contrast between the anticipated impact of these advanced tools and their actual reception among developers.

An empirical study of the relationship between perceived value and the net promoter score: Application to specialized retail chains

Despite the Net Promoter Score’s (NPS) popularity among managers, the marketing literature has given limited attention to this indicator and has, instead, focused primarily on its impact on business performance. However, to highlight the mechanisms that contribute to the formation of the NPS and identify operational means to improve the score, it is important to get a deeper understanding of the factors that distinguish the NPS’s customer categories (“detractors,” “passives,” and “promoters”). Accordingly, this research explores the relationship between perceived value and the NPS. An empirical study of 893 customers from two specialized retail chains was conducted to examine the relations between value sources and customer categorization as “detractors,” “passives,” or “promoters”. The results also lead to the identification of differentiated value profiles according to these customer categories.

Should Net Promoter Score be supplemented with other customer feedback metrics? An empirical investigation of Net Promoter Score and emotions in the mobile phone industry

Net Promoter Score (NPS) is one of the most popular customer feedback metrics (CFMs) with benefits and limitations. One limitation is that prior research has shown that NPS is not better in explaining outcome variables such as sales growth or churn than other CFMs. Most prior research, however, has not considered combinations of CFMs, CFMs related to the antecedents of customer satisfaction, and CFMs with affective components. Therefore, we argue that NPS should be supplemented with other CFMs, e.g., emotions. In an empirical investigation in the mobile phone industry, we choose Net Emotional Value (NEV) to measure of emotions. We show that a combination of NPS and NEV leads to a better explanation of two out of three outcome variables compared to using NPS only or NEV only. We also illustrate how emotional profiles and driver analyses can be used to identify the most relevant emotions of Detractors, Passives, and Promoters and conclude with limitations and potential for further research.

Implementation and evaluation of visitation procedures for patients hospitalised with COVID-19

Background/Aims Visits from loved ones can be highly beneficial to the wellbeing of hospital inpatients, but this can be difficult to facilitate if the patient has a highly contagious disease such as COVID-19. The aim of this cross-sectional study was to implement and evaluate a set of visitation procedures for patients hospitalised with COVID-19. Methods A set of visitation procedures was developed by a panel of professionals from a range of healthcare disciplines, then implemented in a hospital in Spain. The procedures established three types of visitation options: virtual visits, short-term in-person visits and long-term in-person visits. Patients and visitors were asked to rate their likelihood of recommending their visitation method to a family member or colleague on a scale of 1–10, with results used to generate a net promoter score. Participants were also asked for qualitative information on what they would improve about the visitation procedures. Results A total of 20 patients and 51 visitors took part in the study. Among patient participants, the net promoter score was 90/100, with an individual score range of 8–10, indicating high satisfaction. Among visitors, individual scores ranged from 0–10, with a net promoter score of 41/100. There was little difference in scores between those who experienced a virtual and in-person visit. Suggestions for improvement included increasing the frequency of visits and providing technological support for virtual visits. Conclusions The visitation procedures used in this study could serve as a useful basis for other hospitals looking to implement safe visiting policies for patients with highly infectious diseases such as COVID-19.

Veterinarians are reluctant to recommend virtual consultations to a fellow veterinarian.

To explore veterinarians' use of virtual veterinarian-client-patient consultations before and during the coronavirus disease 2019 (COVID-19) pandemic and examine veterinarians' attitudes toward virtual consultations. 135 companion animal veterinarians in Canada, the US, and Europe. An anonymous online survey was distributed to gather participating veterinarians' use of information and communication technologies and their perception of virtual consultations' effect on patient care, client communication, and their own well-being. Willingness to recommend virtual consultations was evaluated using the Net Promoter Score. Multivariable logistic regression explored factors associated with willingness to recommend virtual consultations. Percentage of participating veterinarians using the telephone and videoconferencing increased significantly (P < .001) from before (83.6% and 3.0%, respectively) to during the COVID-19 pandemic (97.0% and 22.4%, respectively). Participants were significantly less confident (P < .001) about their ability to reach a diagnosis using a virtual consultation as compared to a hands-on patient examination. Participants perceived client communication to be more challenging during virtual as compared to face-to-face consultations, particularly for building rapport and expressing empathy. Participants were extremely unwilling to recommend virtual consultations (Net Promoter Score = -41.4) with 21.6% (24/111) promoters and 63.1% (70/111) detractors. Confidence doing a virtual patient examination and comfort using videoconferencing technology were both positively associated (P < .05) with willingness to recommend virtual consultations. Veterinary practices and organizations interested in encouraging virtual veterinarian-client-patient consultations likely need to prioritize veterinarians' acceptance as an initial focus. The veterinary profession would benefit from further research and education to inform virtual veterinary care.

Unpacking the Volunteer Experience: The Influence of Volunteer Management on Retention and Promotion of the Organization

Volunteers play a vital role in nonprofit organizations. While considerable research examines volunteer recruitment and volunteer management, less is known about how to manage volunteers in such a way that inspires volunteers to continue to volunteer and to promote the organization. Using original survey data, we examine how volunteer experiences influence retention and volunteer promotion of the organization using the Net Promoter Score (NPS). The findings suggest that investing in training is paramount, along with making volunteers from diverse backgrounds feel welcome and included. Organizational support, very likely, plays a role too, in that interactions with paid staff and experience with the organization are positive predictors as well. These findings along with qualitative feedback from volunteers offer new insights on how to help nonprofit organizations bridge recruitment and retention efforts.

Blueprint for community emergency department pediatric simulation.

Gaps in quality of pediatric emergency care have been noted in community emergency departments (CEDs), where >85% of children receive care. Insitu simulation provides opportunities for hands-on experiences and can help close these gaps. We aimed to develop, implement, and evaluate an innovative, replicable, and scalable pediatric insitu simulation-based CED curriculum, under the leadership of a local colleague, through collaborative approach with a regional academic medical center (AMC). Kern's model was used as follows: problem identification and general needs assessment-pediatric readiness assessment and discussions with CED physician and nursing leadership; targeted needs assessment-review of recent pediatric transfer cases; goals and objectives-enhance pediatric knowledge and skills of interprofessional teams and detect latent safety threats; educational strategies-codeveloped by CED and AMC, included prelearning using podcasts and videos, simulation and facilitated debriefing, resource sharing after simulations; implementation-3-h simulation sessions facilitated in person by the CED team and remotely by AMC (leadership required participation and paid staff); and evaluation and feedback-retrospective pre-post survey, Simulation Effectiveness Tool-Modified (SET-M), Net Promoter Score (NPS), and review/feedback meetings. Based on needs assessment, the selected cases included newborn resuscitation, seizure, asthma, and tetrahydrocannabinol ingestion causing altered mental sensorium in a child. Twenty-four 3-h simulation sessions were conducted over 1 year. A total of 168 participants completed the sessions, while 75 participants (54.7% nurses, 22.7% physicians, and others) completed feedback surveys. Seventy-six percent of participants reported completing presimulation education material. Participants reported improved skills at appropriately evaluating a critically ill newborn and critically ill infant/toddler and improved teamwork during the care of a pediatric patient. The majority agreed that simulation was effective in teaching pediatric resuscitation. The NPS was 84% (excellent). A locally facilitated CED insitu simulation curriculum was successfully developed and implemented under local leadership, with remote collaboration by AMC. The curriculum was well received and effective.

Taking the measure of net promoter score: An assessment of construct and predictive validity

Although the lay appeal of the Net Promoter Score (NPS) is undeniable, scholars have noted concerns over its use based on conceptual and empirical grounds. We address these concerns through an examination of three research questions: (1) To what extent do NPS responses correspond to actual word-of-mouth behaviors? (2) Do NPS responses exhibit measurement invariance across key demographic groupings? (3) How well does NPS perform (as opposed to customer satisfaction scores) as a predictor of financial performance? Study results show that NPS scores correspond to reported word-of-mouth exposure for most, but not all, product categories; NPS responses are invariant across demographic groupings; and that when examined separately, both customer satisfaction and NPS are significant predictors of differences in financial performance, but customer satisfaction explains slightly more variance. We discuss the managerial and theoretical implications arising from these results.

Lessons learned from a non-traditional application process: Integrating user experiences to inform admission application design.

The research aim was to gather applicant expectations and perspectives with a user-centered approach during a pilot application process for a new dental school. The goal was to inform future admissions practices at our institution and for programs broadly. The High Point University admission team developed an electronic application external to current centralized services that was launched from May to August 2022. Participants who completed the application were requested to complete an electronic survey of closed- and open-ended questions about the factors influencing their application decisions, feedback about how to optimize the experience, and their overall satisfaction using a Net Promoter Score. A total of 303 applicants (79% response rate) completed the survey about their application experience. The most influential reason for applying to the program was the optional Dental Admissions Test requirement (43%). Participants frequently referenced a need for a more human-centered process focused on the candidate rather than their numerical values and that the process should be smooth, straight-forward, short, easy, and simple. Participants requested that experiences should be weighed the most in the application process followed by letters of recommendation. Most applicants were "promoters" (68%) for the program with a Net Promoter Score of 62. Moreover, 32% and 45% rated the application process as the best or better application experience compared to other programs. Programs can benefit from collecting applicant's (i.e., users) opinions and feedback about their expectations and experiences to inform more user-centered application processes.

NPS from the customer’s perspective: The influence of the recent experience

The Net Promoter Score (NPS) is a popular metric for measuring customer loyalty and is claimed by Reichheld to predict a company’s growth. However, various academic studies provide controversial results regarding its reliability and prediction powers. This study analyzes how respondents answer the likelihood-to-recommend (LTR) question in different predescribed and validated situations. One thousand participants are presented with situation descriptions that consist of previous and recent experiences with a bank and are asked how they would respond to the LTR question after such an experience. The results indicate that respondents do not always give a high score for good experiences, and a low score for bad experiences. However, with a high number of respondents, the different answering approaches even out, and the NPS results are higher for good than for bad experiences. Additionally, we notice that whereas negative experiences are evaluated as low by all respondents, Generation X and Boomers tend to give lower scores for neutral and positive experiences. Those with lower income and basic education give lower scores for neutral experiences. The recent experience influences the customer’s likelihood of recommending more than the previous experiences with the company.