Why You Should Be Tracking Customer Surplus Value

Felix Eggers, Marco Vriens, Rogier Verhulst, Jason S. Talwar, Avinash Collis

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Abstract

How much value are your customers getting from your products? Net Promoter Scores are one tool to answer that question but the authors offer another: Customer Surplus Value. The idea, drawn from economics, is to ask customers how much money they’d need to be given to give up your product for a period of time. The more money it would take for them to accept, the more valuable the product. An experiment at LinkedIn shows how this measure complements NPS scores as a way of measuring customer satisfaction.
OriginalsprogEngelsk
TidsskriftHarvard Business Review Digital Articles
ISSN0100-0000
StatusUdgivet - 29 maj 2024

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