KeyMan Consulting Inc.

20130409
1

11
2

FAQ

45

FAQ

MOT
NPS

4OK

8 Satmetrix

FAQ

//
/

Customer
Client
Consumer
User

--
Motorola
--

FAQ

KANO

Fornell

KANO

CCSI

SCSB

ECSI

ACSI

,SCSB
ACSI

Claes Fornell

FAQ

Kano
Kano

FAQ

KNAO

,KNAO

FAQ

SCSB

SCSB5

FAQ

ACSI

M1

M2

M4

M3

FAQ

ECSI
723
10SCSBACSI
,
//

10

FAQ

CCSIACSIECSI611

ECSI

ECSI

ACSI

11

FAQ

10

10

12

FAQ

4000
6-12

13

FAQ

NPS

Reichheld, F.F. Loyalty Rules! How Todays Leaders Build Lasting Relationships. Boston: Harvard
Business School Press (2001).
Reichheld, F.F. The only number you need to grow. Harvard Business Review. (2003)
14

FAQ

15

FAQ

//

16

11

FAQ

45

17

&

2001BainBain & CompanyFrederick Reichheld

The Loyalty Effect: The
Hidden Force Behind Growth, Profits, and Lasting Value

2003Frederick Reichheld
Loyalty Rules: How Todays Leaders Build Lasting Relationships

18

&
2006Frederick Reichheld
The Ultimate Question: Driving Good Profits and True Growth
NPS
NPS
NPSNPS
NPS

200712NPSSatmetrix
200811SatmetrixCEO Richard Owen
Laura L. Brooks
Answering the Ultimate Question: How Net
Promoter Can Transform Your Business
NPS
SatmetrixMarsden et. al.
(2005) and Ritson (2006)
NPSSatmetrixnetpromoter.com
NPS

20119Frederick Reichheld2.0
The Ultimate Question 2.0 (Revised and
Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
NPSNPS

19

2010NPS

YuanJian LI Yipeng YUN

20105BostonSatmetrix NPS
20

&

21

RECOMMEND

PREFER

BUY

BUY MORE

BECOME LOYAL

BUY ADDITIONAL

22

Sharing IS Caring.
23

24

Percent of companies

100%

Percent of defectors
100%

80%
80

Neutral/
Unsatisfied

80

60

60

40

40

20

8%

20
0

Satisfied

Defecting customers

85%

25

26

&

27

28

PREFER

BUY

Growth
Acceleration
RECOMMEND

BUY MORE

BECOME LOYAL

BUY ADDITIONAL

29

%
% Detractors

%
% Promoters

NPS=
iPhone
30

10
1

0-6

7-8

9-10

80%

50%

80%

NPS7%1%
31

Net recommendations

Share of wallet

Loyalty

Average number of referrals

(per year)
1.5

Average tenure
(in years)
6

Share of wallet (%)

100%

80

1.0

4
60

40

0.5

20

0.0

Detractor

Passive

Promoter

0
Detractor

Passive

Promoter

Detractor

Passive

Promoter

Source: Bain client example (all vales indexed, Promoter=100%)

32

NPS
NPS

33

NPS

NPS
NPS

NPS

NPS

NPS
NPS;
NPS

NPS

NPS

NPS

NPS

NPS

NPS

NPS

NPS

NPS

NPS

NPS

34

NPS
NPS

NPS

NPS

NPS

NPS

NPS

NPS

35

NPS

6Sigma

36

NPS

800
60%
25%
15%

210

4000
500

2.5%

40002.5%=100

100210=2.1

2.14000=5.25

8
4

85.25=42
455.25=-105

37

NPS

85.25=42
455.25=105

76
162

210+42+76=328
210105162=57

80015%57=6800

50%

NPS

80015%57+210=1.6

NPS
1.6
38

NPS

328

42
300

200

100
210

210

-100

57

-200

76

162

105

=
/

39

NPS

NPS

NPS

NPS

NPS

NPS

NPS

NPS

40

NPS

41

42

43

44

45

&

46

/
/

47

//

//
//
//

48

//

49

//

50

//

51

IT

52

53

54

55

2080

56

PDA

ATMRFID

VRU

57

58

59

MOT

MOT

MOT

10005
151000

5155000
5000

5000

NPS

CEOMOT

61

MOT

62

&

63

64

Orange

19941996

42

2001

2004
2.5/3G60%

1891

2005103Orange

2010254

2005

119,00020111

28
150 1,631

65

NPS

NPS

NPS

66

67

1&

2&

3&

68

11

FAQ

45

69

20036

2009

70

71

72

NPS

IT

NPS

73


//

KeyMan Consulting Inc.

20101

48

NPS

75

48

NPS
NPS

76

NPS
48
48

NPSNPS

NPS

77

/
/

NPS

48

2006111-20081031
2009111115
48

79

48

448

2/

548

80

25%
20%

18.3%

15%
10%

7.6%
3.7%

5%

0.5%

0.0%

-1.4%

-1.6%

0%

-5%
-10%
-15%
-20%

-12.9%

-14.7% -15.5%

18.3%

104

7.6%

237

3.7%

107

0.5%

189

0.0%

44

-1.4%

148

-1.6%

1217

-12.9%

31

-14.7%

163

-15.5%

116

-16.7%

78

-16.7%

-1.6%

81

35%
30.3%

30%

25%
20%
15%
10%

18.3%

18.2%

10.2%

10.5%
7.6%
3.7%

5%
0%
-5%

-10%

-9.1%

-15%

82

100%

100%

100.0%

100.0%

90%

90%
86.5%
89.4%

80%

80%

70%

71.3%

70%

70.2%

60%

60%

50%

50%

43.3%
37.6%

40%

40%

33.8%

30%

30%
26.9%
21.1%

20%

12.7%
15.4%

14.3%

10%

7.2%
7.2%

15.2%
19.2%

5.1%
2.1%
1.7%
1.3% 0.0%
3.8% 2.1%
6.7%
3.8%
0.0%
0.0%
0.0%
0.0%
2.9%
1.7%
1.7%
3.8%
3.8%
3.8%
3.8%
3.8%
0%
0
1
2
3
4
5

11.5%6.8%

20%
13.5%

10.6%

28.7%
29.8%

21.1%11.5%

10%

4.8%
0%
6

10

83

100%

100.0%
100.0%

90%

90%

88.1%
88.6%

80%

70%

100%

80%
71.2%

70%

70.5%
60%

50%

60%
47.7%

40%

50%
40%

36.4%

34.7%
30%

30%

20%
13.6%
10%

7.6%

5.9% 1.7%
1.7%
1.7%
0.8% 0.0%
3.4%
2.3% 1.7%
0.0%
0.0%
0.0% 4.2%
0.0%
2.3%
1.7%
4.5%
0%
2.3%
2.3%
2.3%
2.3%
2.3%

18.2%
16.9%
11.4%

16.1%
22.7%

18.6%
5.1%
11.4%
6.8%

20%
11.9%
10%

28.8%29.6%

18.6%11.4%

11.4%
0%

10

84

100%

100%
100.0%
100.0%
90%

90%

80%
70%

84.9%
84.8%

80%
70%

69.8%

60%

60%

63.6%

50%

50%
39.4%
39.5%

40%
30.2%

30%
20%

19.8%

30%
21.2%

24.2%

20%
15.2%
15.1%
15.1%

14.0%

10.5%
9.3%
6.1%
5.8%
4.7%
7.0%
3.0%
18.2%
2.3%
2.3% 3.0%
5.8% 3.5%
1.2%
0.0%
0.0%
0.0%
0.0%
0.0%
0.0%
2.3% 2.3%
6.1%
0%
3.0% 3.0% 3.0% 3.0% 3.0%
0
1
2
3
4
5
6
7

10%

40%

10%

30.2%37.4%

19.8%6.1%

0%
8

10

85

100%

100.0%
100.0%
96.3%

90%

100%
90%

84.8%

80%

80%
75.8%
77.8%

70%

70%

60%

60%

50%

50%
40.7%

40%

40%

39.4%

33.3%

37.0%

30%

30%
18.5%

20%
10%

18.2%
7.4%

11.1%
3.7%
6.1%
12.1%
7.4%
7.4%
7.4%
7.4%
7.4%
3.0%
0.0% 0.0%
0.0% 0.0%
0.0%
0.0%
3.0% 0.0%
3.0%
0%0.0%
0.0%
0.0%
0
1
2
3
4
5

18.5%

20%

36.4%
18.5%
7.4%
15.2%

15.2%
9.1%

6.1%

24.2%22.2%

33.3%18.5%

10%

3.7%
0%

10

86

1.
2.

3. 83%
90%
4.
90%44%

5.

6.

87

40.0%
30.0%

27.7%
19.4%

20.0%

14.9%

10.0%

5.3%

4.3%

2.2%

0.0%

-10.0%

-4.3%

-7.1%

27.7%
19.4%
14.9%
5.3%
4.3%
2.2%
-4.3%
-7.1%
-20.0%
-21.7%

65
36
94
38
69
538
23
99
45
69

-20.0%
-20.0%
-30.0%

-21.7%

2.2%

88

40.0%

35.7%

30.0%
20.0%
11.1%

10.4%

10.0%

4.2%

3.6%
0.0%

0.0%

-5.9%

-10.0%

-9.1%

35.7%
11.1%
10.4%
4.2%
3.6%
0.0%
-5.9%
-9.1%
-15.8%
-23.9%

28
9
48
24
28
252
17
33
19
46

-15.8%

-20.0%

-23.9%

-30.0%

35.7%11.1%10.4%
4.2%3.6%

0
89

60.0%
50.0%
50.0%

40.0%
30.0%
19.4%

20.0%

16.7%

10.0%
10.0%

1.7%

0.0%

0.0%
-10.0%
-20.0%
-30.0%

-3.7%
-15.8%

50.0%

14

19.4%

36

16.7%

24

10.0%

10

1.7%

232

0.0%

39

-3.7%

54

-15.8%

19

-27.3%

11

-28.0%

25

-27.3% -28.0%

-40.0%

50%19.4%16.7%
10%

1.7%

90

120%
100.0%
100%
80%
60%
33.3%

40%

30.8%
20.0%

20%

13.3%

11.9%
0.0%

0%

100.0%

33.3%

30.8%

13

20.0%

10

13.3%

15

11.9%

67

0.0%

-16.7%

12

-25.0%

-33.3%

-20%
-40%

-16.7% -25.0%
-33.3%

100%33.3%30.8%
011.9%

91

48

92

1/2

42

45

44

66

44

44

45

46

37

76

81

40

60

43

42

41

47

44

41

44

43

63

44

47

44 1168

50

36

50

49

44

47

45

46

45

45

35

36

47

48

37

48

45

40

45

40

47

47

47 1064

94 102 94

93

89

93

82 122 126 85

95

79

89

89

84

92

86

84

88 103 91

94

91 2232

31

41

30

38

44

35

30

79

45

31

50

33

30

31

33

30

31

32

31

41

29

23

44

873

36

28

40

47

38

44

41

39

41

41

31

30

44

35

36

37

39

27

33

42

41

30

43

900

67

69

70

85

82

79

71 118 86

72

81

63

74

66

69

67

70

59

64

83

70

53

87 1773

11

11

10

13

11

12

15

12

182

13

17

13

11

14

25

16

16

13

12

22

11

16

14

278

18

28

18

10

18

21

20

38

12

18

19

23

21

18

27

28

11

16

19

15

28

21

460

78

86 118 77

87

99

87

80 163 137 73 122 83

77

77

95

80

75

80

81 112 79

82

95 2223

85 107 88

74

87

93 104 2242

87

31

37

68

95 103 71

97 109 93 105 111 89

93

90

73

82 107 96

93

97

173 189 189 174 196 192 192 191 252 230 163 195 165 184 173 180 187 163 154 168 205 176 175 199 4465

93

2/2

45

45

50

43

42

43

42

39

43

39

76

40

44

41

41

38

40

42

41

40

45

35

37

38 2197

41

46

39

46

47

43

47

44

39

48

34

41

43

40

44

47

37

48

46

44

42

46

46

42 2104

86

91

89

89

89

86

89

83

82

87 110

81

87

81

85

85

77

90

87

84

87

81

83

80 4301

31

27

29

29

29

44

34

20

20

34

43

29

36

30

30

31

30

37

29

28

29

32

39

29 1622

34

33

32

32

33

38

38

32

21

40

31

37

40

35

37

25

31

39

32

33

32

31

49

29 1714

65

60

61

61

62

82

72

52

41

74

74

66

76

65

67

56

61

76

61

61

61

63

88

58 3336

12

11

12

16

14

34

2 350

11

10

23

15

27

11

10

4 466

23

16

18

11

12

35

31

41

45

13

10

10

11

14

6 816

88

78

90

76

73

92

82

71

79

87 153

71

86

75

73

71

72

84

74

72

80

70

80

69 4169

86

89

78

82

82

87

91

99

75 115

81

90

80

86

72

76

90

82

83

77

85 105

75 4284

76

174 167 168 158 155 179 173 170 154 202 229 152 176 155 159 143 148 174 156 155 157 155 185 144 8453

94

NPS X
NPS=40.2% NPS=31.6%
NPS8.6%
80

70

72.1

66.7

NPS

60

55.6
47.7

50

46.8
41.2
38.3

40
30
20
10

35.9

25.6
23.3 23.7 24.0

31.9
31.7
31.7
31.3
29.5 30.2
27.7
25.0 25.6

8.5

37.2 37.2
35.6 36.4 35.0
34.1 34.1

52.4 53.0 53.1

50.0 50.0 50.0 50.0
47.6
46.3 47.4
44.4 45.0 45.2
44.4
44.2
43.5
43.2
42.5 42.9
41.9
41.9
41.5
40.5
40.2
40.0
40.0
39.0 39.1

20.0
16.4

30.0

40.8

28.3

11.1

10.4

8.1

29.3

25.0

23.9
17.2 18.3

16.5

3.8 4.5 3.2

12.7

10.8
7.2

5.8

0.5

-2.3

-10

30.0

13.9 13.9
8.6

2.2

0.0

48.2

39.6

38.3

26.6
23.4

14.6

7.0
1.8

52.2
48.9

20.0

12.8 11.6

4.8

59.1

32.7

31.1 31.3

25.4

7.7

56.1 56.8

61.0

35.7
31.1

28.6

16.3

10.3
2.9 2.2

54.5

53.2

31.6

19.1

18.4
16.7 16.2
15.2
13.8

54.3 54.8 55.0

22.5

20.0

16.2

64.9 65.0

61.7

-5.7

-7.7

-4.2

-5.7

-10.1

-14.6

-20

-12.7
-16.2

-14.1

-9.3

-13.6

-18.4

-30
-40

-37.4

-50

95

NPS
4834NPS
NPS25NPS
2314NPS
NPS
23

25

34

14

96

NPS X
NPS=36.7%NPS=26.5%
NPS10.2%
100

80

75.9

NPS
65.0
64.3
64.3

63.4
60.5

60

57.9

56.8

56.0

54.8 54.8 55.2

53.3
51.2
50.0

53.3
45.9
40.0

40
31.3

20

32.3
31.7
29.0 29.0 30.0 30.0 29.4
25.8
25.6
24.1 24.4
23.5
22.6 23.3
22.2
22.2
20.5 21.6
17.3

29.6

17.5
14.7 15.6

16.7
12.8

39.4
37.6 36.7 37.1 38.2
34.5 34.5

36.5

30.8

35.1

12.7

24.1
20.7

16.6
13.4

11.6
8.3

6.5

25.827.0
21.6

19.7

17.5

16.7

51.8

34.0
31.8

32.5 31.6

27.6
25.7

27.0

22.0

10.2
7.1

25.8

50.7

40.8
36.6

28.6

27.3

26.5

58.3 58.6

45.8

31.6

12.9
10.4

5.0 6.16.1
3.4 4.3
0.0

43.6

35.5

29.2

10.3

45.2
43.9
43.2 43.3 43.8
41.4 42.2

46.7

56.7

14.3
11.2

9.4

2.9
0.0

0.0

38.1

40.9
38.7 39.4 40.0

65.8

61.5

-2.8

-5.1

-5.1

-9.2

-9.4

-12.4

-3.1

-5.9
-9.1

-6.5

-2.5

-4.9

-13.9

-14.0

-20

-3.6

-17.0
-19.7
-22.3

-23.3
-26.3

-21.2

-27.0
-29.7

-40

97

NPS
4831NPS
NPS28NPS
2017
NPSNPS
70

20

28

64.3

60

54.8
50.751.8

50

31

45.8
38.1
36.537.6

40
30
20
10

6.1

8.3

31.631.8
29.2
27.6
25.825.8
23.5
22.022.2
21.6
19.720.7
16.617.3
13.4
11.612.712.8
10.210.411.2

2.9

-10
-20
-30

0
5.9 5.1 4.9

2.8 2.5

9.2

12.4
14.013.9
17.0
19.7
21.2
23.322.3
26.3
27.0
29.7

17

-40

98

98

NPS X
NPS=37.4%NPS=31%
NPS6.4%
140

120

NPS

112.5
100.0

100

100.0

80.0

80
63.6
61.5
60.0 60.0
57.157.1
54.5 56.3

60
47.8

40
28.6 30.0

40.0
36.4 36.0
36.436.4 37.4
33.3 33.3
31.0 31.3
30.8 31.3
28.6
25.0 25.0 25.0
23.1
22.1
20.0
16.7
15.0 14.7
14.3
14.3
10.7
8.7
8.3
7.4
7.1
6.7
6.4
4.7
36.4

33.3 33.3

12.5

31.8
21.5
21.4

66.7
57.1

50.0

50.0
50.050.0
50.0
46.2

42.9

33.8

26.7

33.3

25.0
14.3

25.0
14.3

11.1
5.0

-3.1

-5.2

-11.4

-12.5

-3.1

-8.7

-1.6

-5.5

0.8

0.0

0.0

0.0

0.0

-1.5

-25.0

-28.6-30.0
-33.3-33.3

-47.8

-2.6

-12.5

-21.7

-60

75.0
69.0

55.6

33.3

11.1
0.0

-8.3

-40

75.0 75.0 75.0

70.0
66.7
66.7
66.7 66.7
66.7

49.3

30.0
25.0
25.0
20.0

0.0 0.0 0.0 0.0 0.0 0.0

-0.3

-20

45.5
42.9 42.9
40.0 40.0

50.0 50.0
50.0
50.0 50.0 50.0
50.0
47.1
45.5

83.3

20

100.0100.0
100.0
100.0100.0100.0100.0100.0

-50.0

99

NPS
48 2NPS
NPS29NPSNPS26
NPS22
17NPSNPS
140

22

26

120

112.5

31

100.0
100.0
100.0

100
80

75.0
66.766.769.0
55.657.1
49.350.050.050.050.0

60
40
20
0.0 0.0 0.8

33.8
30.031.8
26.7
25.0
21.522.1
15.0
10.7
8.7
8.3
4.7 5.0 6.4

-20
-40

0
(2.6)(1.6)(1.5)(0.3)
(5.5)(5.2)(3.1)(3.1)
(8.7)
(11.4)
(12.5)

(21.7)
(28.6)
(30.0)
(33.3)
(33.3)

17

(47.8)

-60

100100


90%

1
48
2
NPS

60%

NPS

30%

NPS

6
0%
0%

30%

NPS

101
60%

90%

90%

NPS X X

1.

45

60%

2.

NPS

30%

48

3.

NPS

NPS

0%
0%

30%

102
60%

90%

1.

45

NPS

2.

45

NPS

103

NPS X X

1.

90%

2.

60%

NPS

30%

3.

4.

0%
-30%

0%

NPS

30%

60%

90%

NPS

104


1.

45

2.

45

NPS

NPS

105

NPS X X

1.
100%

67%

2.

NPS

33%

3.

4.

0%

-67%

-33%

0%

33%

67%

NPS

100%

NPS

106


1.

NPS

2.

NPS

45

107

48

448

548

108

//

//
//
//

90%

60%

NPS

30%

NPS

NPS

0%
0%

30%

110
60%

90%

90%

60%

NPS

30%

NPS

0%
0%

30%

111
60%

90%

90%

60%

NPS

30%

NPS

0%
0%

30%

112
60%

90%

90%

60%

NPS

30%

NPS

NPS

0%
0%

30%

113
60%

90%


90%

60%

NPS

30%

0%
-30%

NPS

0%

NPS

30%

60%

90%

114


90%

60%

NPS

30%

0%
-30%

0%

NPS

30%

60%

E
NPS

90%

115


90%

60%

NPS

30%

0%
-30%

0%

NPS

30%

60%

90%

116


90%

60%

NPS

NPS

30%

E
NPS

0%
-30%

0%

NPS

30%

60%

90%

117


100%

67%

NPS

33%

0%
-33%

-67%

0%

NPS

NPS

33%

67%

100%

118


100%

67%

NPS

33%

0%
-33%

-67%

0%

NPS

33%

67%

E
NPS

100%

119


100%

67%

NPS

33%

0%
-33%

-67%

0%

NPS

33%

67%

100%

120


100%

67%

NPS

33%

0%
-33%

-67%

0%

NPS

33%

67%

NPS

NPS

100%

121

//

//

//

+++

125

1/2
90%

47.7%
31.3%
47.8%

44
32
23

10.3%
5.0%
0.0%

39
20
12

-37.5%
-26.3%
-47.8%

60%

NPS

30%

0%
0%

30% NPS 60%

90%

CNPSNPS
3
126

2/2

8.27

8.71

-0.44

8.05

9.02

5.75

7.64

7.72

8.43

-0.71

-0.98

7.00

8.03

-1.03

-1.89

7.71

8.39

-0.68

20095

2009HL7G

90%

B
60%

NPS

30%

0%
0%

NPS 60%
30%

C
90%

127

1/2

90%

11.1%
-3.6%
14.3%

36
28
7

53.0%
51.2%
36.4%

66
41
11

41.9%
54.8%
22.1%

60%

NPS

30%

0%
-30%

D
0%

30%

60%
NPS

90%

B
ENPSNPS

128

2/2

8.68

7.82

0.86

8.76

8.43

10.00

8.06

8.50

7.23

1.27

0.33

8.55

7.78

0.77

1.94

9.00

8.67

0.33

90%
3
200811
KPI

60%

2009

30%

0%

-30%
0%

NPS

NPS60%
30%

90%

129

1/2

100%

NPS

2.2%
46
18.4%
76
16.2%
-5.1%
39
24.1%
79
29.2%
-50.0%
4
50.0%
8
100.0%

67%

33%

0%
-67%

-33%

0%

NPS
33%
67%

100%

DE

130

2/2

8.58

8.07

0.51

7.82

7.85

4.75

7.25

8.40

7.74

0.67

-0.02

8.02

7.64

0.38

-2.50

8.67

8.25

0.42

100%

NPS

20082009

67%

33%

0%
-67%

-33%

0%

NPS
33%
67%

100%

131

1/2
90%

60%
23.9%
9.4%
25.0%

46
32
4

72.1%
58.6%
75.0%

43
29
4

48.2%
49.2%
50.0%

NPS

30%

0%
0%

C
30%

NPS
60%

90%

B
NPSNPS

132

2/2

8.96

8.81

0.15

8.82

8.88

10.00

7.88

8.82

8.15

0.67

-0.07

8.82

8.06

0.76

2.13

9.00

7.75

1.25

60%

NPS

0870607

70%

NPS
087

6S

90%

30%

0%

0%

D
30%

NPS
60%

C
90%

133

NPS

1NPSNPS
2NPS+
3NPSNPS

42010NPS
KPI
52010NPS

6
7NPS
8NPS
9NPSNPS
134

up-sell
cross-sell)

15.5%
100%
90%

46.0%

14.7%

21.0%

8.00%
18.45%

80%

46.7%
10.67%

28.00%

21.00%
32.00%

38.00%

70%

60%

47.57%

29.33%

37.00%

50%

40%

20%

57.33%

54.00%

30%

42.67%

33.98%

42.00%

10%
0%

2009

107842

60994

55099

53187

41996

135

NPS

46.0%
100%

8.00%

49.64%
23.9%
6.57%

53.1%

42.2%

4.94%

6.67%

18.6%
18.18%

90%
80%

54.5%

38.00%

70%

37.23%

9.09%

37.04%
44.44%

46.0%

40.3%

60%

50%

40%
30%

72.73%
54.00%

56.20%
35.8%

58.02%

35.4%

48.89%

20%
10%
0%

100

137

81

45

11

136

NPS

NPS

NPS

137

3.

NPSNPS
NPS
NPS

VS.

NPS
NPSNPSNPSNPS
NPS

4.

NPS

5.

NPS

NPS

1.
2.

6.

138

NPS

B2CB2B
NPS

1.2.
4

1
133
NPS

NPS
NPS
2009NPS

NPS

139

NPS

50%

11%

38%

1%

12%

-6%

5.3%

NPSNPS
6
4%
2%6.1%
6.1%5.3%0.8%20
1600

6
6
7%
7.0%5.3%1.7%20
3400

140


NPS

0-8
9-10

10%
90%
78%
22%
96%
4%

56.4%
90%
27.9%
22%
15.7%
4%
NPS= 40.7%

0.50760
0.06138
0.00628
0.57526

57.4%
+1%

90%

0.51660

26.9%
-1%

22%

0.05918

15.7%

4%

0.00628

NPS= 41.7%

0.58206-0.57526/0.57526 = 1.18%,

1
1.18

0.3
1.49

0.58206
141

NPS
NPS2
1.
2.12

18.2% 81.8%
34.6%
28.3%34.6%*81.8%= 28.3%

NPS

NPS

NPS

38.90%

56.40%

0.2194

1%

57.40%

0.223286

25.60%

27.90%

0.07142

-1%

26.90%

0.068864

15.10%

15.70%

0.02371

15.70%

0.023707

NPS= 40.7%

0.31453

NPS= 41.7%

0.315857

0.31586-0.31453/0.31453 = 0.42%, 10.42

0.33
0.76
1

0.182*1.0118 + 0.283* 1.0042 + 81.8%-28.3% = 1.003336 1

0.36
3600

+ +

142

NPS3
1.
2.12
3.12

23

2 81%
34.2

143

1:
1+3 /
6116%

12

12

0.54

81%

4.2

1.05

16%

= 1.05 * 0.54 = 0.565

144

1.
2.

NPS2
12
12

4 Kroloff1988 5
RicheyKoenigsand Fortin, 1975; Reichheld, 2006)
16% * 4 = 64%

12

12

0.67

26%

4.0

64%

1.05

= 1.05 * 0.668 = 0.7014

31%26%

4 (4.0)

64% 64%

145

NPS

1.

2.

3.

48

4.

5.

146

1/2

NPS

20102

20103

20104

NPS

1
2
32010NPS

4
5NPS

1NPS
2NPS

23
32010NPS

4NPS
523
14
4
2NPS

320101NPS

NPS

1
1
2
2

3
3

2010NPS
2

NPS

20102
20101
NPS
NPS

20105

15
5
2NPS

3NPS

NPSNPS

20106

6 16

2NPS

NPS
NPS

20107

17
20102
7 220102NPS20102
NPS

3NPS
NPS

3NPS

147

2/2

NPS

20108

20109

201010

10

201011

11

201012

12

20111

NPS

NPS

1 1
18
NPS
NPS
2NPS
2 3
3NPS
NPS
NPS
19
1 1
2
NPS
NPS
NPS
3 4
4
NPS
NPS
NPS
110
20103 20103
220103NPS
NPS
NPS

111
2NPS
4NPS
112
2NPS

5NPS
120104
120104
NPS
11
NPS

220104NPS 32010
32010

NPS
NPS
32010NPS 2
2
2NPS NPS
NPS
6NPS 7
8
NPS
NPS

148

11

FAQ

45

149

From Zero to Hero?

20032008

2009
6000

2011
Ascend P1

150

90
60002012
20%87.5%

20123000
ODM
80%
2013

BBH

2MWC
Make it Possible

20
Make it Possible

151

7
20

2012

Android

152

P1D1

Android

P2D2

----

153

154

Mate

155

You dont Fatten a pig by Weighing it

156

1/3

26
3

157

2/3
2

322

1
2
3
4
5
6
7

158

3/3

NPS

159

11

FAQ

45

160

161

13709195789
E-mail yun.yuling@keym9.comyunyuling@gmail.com

99710054

17310012

16519040

www.keym9.com

162