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Net Promoter Score, el parámetro clave para la medición de la fidelidad: diseño, desarrollo e implementación de un diagnóstico referente a la fidelidad de clientes
Bargalló, Marcos
Bargalló, Marcos
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Proyecto final de grado
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Abstract
"El presente trabajo se concentra en el desarrollo de un método innovador que permite medir adecuadamente la fidelización de clientes a partir del cálculo del Indice de Promotores Neto. El mencionado método se describe en sus dimensiones: diseño, desarrollo específico e implementación, y se concreta a través de un ejemplo guía en el contexto bancario".
"This work is focused in the development of an innovative method that allows the measurement of client's loyalty using the Net Promoter Score. This method is described in its dimensions: design, specific development and implementation, and is explained through an example based in the financial services industry".
"This work is focused in the development of an innovative method that allows the measurement of client's loyalty using the Net Promoter Score. This method is described in its dimensions: design, specific development and implementation, and is explained through an example based in the financial services industry".
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Date
2011
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Proyecto_Final_Bargallò
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Keywords
LEALTAD, ESTUDIO DE MERCADO, BANCOS