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Dergiler / Yaşar Üniversitesi E-Dergisi / 2024 / Cilt: 19 Sayı: 76

Examining the Net Promoter Score (NPS) for Convenience Store: Is NPS Impacted by Consumer Demographics?

Musa Pınar(Valparaiso University)0000-0002-8900-9313
Tulay Girard(Penn State Altoona)0000-0002-5891-146X
Faruk Guder(Loyola University Chicago)0000-0002-2428-5325
Sayfa
541–558
Yayın Tarihi
2024-10-31
DOI
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⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

By focusing on enhancing customer recommendations and NPS scores, businesses can potentially elevate their sales and profits.

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Amaç & Hipotez:This study aims to investigate whether Net Promoter Score (NPS) is affected by consumer demographic characteristics and how customer demographics influence Net Promoter Score (NPS in the context of convenience stores.
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Temel Bulgular & Veri:A questionnaire was developed, and the link was distributed to the entire list of over 50,000 loyalty members.
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Sonuç & Katkı:By focusing on enhancing customer recommendations and NPS scores, businesses can potentially elevate their sales and profits.
🔬Tür:Uygulamalı Anket & Alan Araştırması
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:Net Promoter Score · Demographics and NPS · Recommending convenience stores

Özet

This study aims to investigate whether Net Promoter Score (NPS) is affected by consumer demographic characteristics and how customer demographics influence Net Promoter Score (NPS in the context of convenience stores. A questionnaire was developed, and the link was distributed to the entire list of over 50,000 loyalty members. About 6,000 valid responses were received for analysis. Significantly different effects of demographics on NPS were found. Among regular customers and loyalty card holders, males purchased more frequently than females, and younger customers exhibit a higher NPS than older cohorts. The results have important implications for companies operating in both domestic and international markets. By focusing on enhancing customer recommendations and NPS scores, businesses can potentially elevate their sales and profits.

Abstract

This study aims to investigate whether Net Promoter Score (NPS) is affected by consumer demographic characteristics and how customer demographics influence Net Promoter Score (NPS in the context of convenience stores. A questionnaire was developed, and the link was distributed to the entire list of over 50,000 loyalty members. About 6,000 valid responses were received for analysis. Significantly different effects of demographics on NPS were found. Among regular customers and loyalty card holders, males purchased more frequently than females, and younger customers exhibit a higher NPS than older cohorts. The results have important implications for companies operating in both domestic and international markets. By focusing on enhancing customer recommendations and NPS scores, businesses can potentially elevate their sales and profits.

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Bu Makaleye Atıf Yap

Pınar, M., Girard, T., Guder, F. (2024). Examining the Net Promoter Score (NPS) for Convenience Store: Is NPS Impacted by Consumer Demographics?. Yaşar Üniversitesi E-Dergisi, Cilt: 19 Sayı: 76, 541–558. https://ajindex.com/articles/1230643

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