April 2011
Intermediate to advanced
225 pages
6h 12m
English
Content preview from Your Customers' Perception of Quality
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48 • Your Customers' Perception of Quality
is step looks at the fraction of customers identied in step 5 (very
satised customers) and parses them through your loyalty metrics
(e.g., NPS) to derive the number of very satised customers who will
defect, resulting in an erosion of current revenue.
11. Derive number of partially satised customers who will not renew or
repurchase. Among customers who complain and rate their customer
service experience as partially satisfactory, there is a percentage
among them who become disloyal because their problems remain
unattended. Again, this phenomenon will manifest itself into a non-
repurchase behavior, that is, these existing customers will not renew
their contracts and cease all repurchasing. ...
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