Is Net Promoter Score (NPS) Just a Myth? Exploring the Reality Through an Automotive Aftersales Case Study

Abstract

This study investigates the effectiveness of the traditional Net Promoter Score (NPS) framework in categorizing customers as Promoters, Passives, and Detractors within the context of automotive repair services and proposes alternative methods to potentially improve customer satisfaction measures. By utilizing various NPS calculation methods—NPS (Original), NPS (Top 1), NPS (Top 3), and NPS (Average)—we find that NPS (Average) offers the highest explanatory power for customer satisfaction, followed by NPS (Top 3), with significant differences in service aspects. The results demonstrate that modifying traditional NPS categories or considering average scores without categorization can potentially provide more accurate models of customer satisfaction. This research contributes to the field of customer satisfaction metrics by challenging conventional NPS categorization and offering insights specific to the automotive aftersales sector. Future work includes exploring other industry-specific applications and further refining satisfaction measurement techniques.