Why You Should Be Tracking Customer Surplus Value

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

Why You Should Be Tracking Customer Surplus Value

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

Department of Marketing

Research output: Contribution to journal › Journal article › Research › peer-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.

Original language	English
Journal	Harvard Business Review Digital Articles
ISSN	0100-0000
Publication status	Published - 29 May 2024

Access to Document

https://hbr.org/2024/05/why-you-should-be-tracking-customer-surplus-valueLicence: Unspecified

Handle.net

Persistent link

Cite this

@article{5502021c97284b05bfbc3dec5e28c4fe,

title = "Why You Should Be Tracking Customer Surplus Value",

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{\textquoteright}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.",

author = "Felix Eggers and Marco Vriens and Rogier Verhulst and Talwar, {Jason S.} and Avinash Collis",

year = "2024",

month = may,

day = "29",

language = "English",

journal = "Harvard Business Review Digital Articles",

issn = "0100-0000",

publisher = "Harvard Business School Press",

}

TY - JOUR

T1 - Why You Should Be Tracking Customer Surplus Value

AU - Eggers, Felix

AU - Vriens, Marco

AU - Verhulst, Rogier

AU - Talwar, Jason S.

AU - Collis, Avinash

PY - 2024/5/29

Y1 - 2024/5/29

N2 - 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.

AB - 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.

M3 - Journal article

SN - 0100-0000

JO - Harvard Business Review Digital Articles

JF - Harvard Business Review Digital Articles

ER -