Evaluation of Customer Satisfaction Level At PT. X Using Net Promoter Score Approach
Abstract
Customer satisfaction plays an important role in today's competitive business era, where a deep understanding of customer satisfaction provides valuable information for business development. A deep understanding of how satisfied customers are with the services provided is a strategic aspect that allows companies to adapt and grow. In this study, PT. X was chosen as the subject of the case study because of its strong reputation in the travel industry. This study aims to evaluate the level of customer satisfaction at PT. X using one of the methods to measure customer satisfaction, namely the Net Promoter Score (NPS) method. The Net Promoter Score method is a relevant tool in measuring variables related to customer satisfaction. The results of data analysis from five questions in the questionnaire showed an average NPS score of 58.3 which reflects a high level of customer satisfaction. Therefore, PT. X can continue to focus on services to improve customer satisfaction sustainably. The increase in customers who are included in the passive and detractor categories is also a potential focus for further development. The conclusion of this study is expected to provide valuable knowledge for companies in their efforts to improve customer satisfaction through an effective and measurable approach.Downloads
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