Customers satisfaction assessment framework using net promoter score (NPS) instrument
List of Authors
  • Amirul Abd Rashid , Maisarah Ahmad Kamil

Keyword
  • net promoter score, engaging experience, satisfaction level, customer service

Abstract
  • One of the main objectives in conducting exhibitions at specific events or expos is to ensure the visitors will receive all necessary information and communication intended to be delivered. Therefore, it is necessary to evaluate the quality of the showcase conducted so that appropriate action can be considered to ensure the effectiveness of the exhibition in the future can be maintained or further improved. In this work, Net Promoter Score (NPS) was used to assess the visitor’s satisfaction after visiting one of the education exhibition booths organized by Universiti Teknologi MARA in Shah Alam. Right after the engagement session, the visitors were voluntarily asked to participate in the NPS survey to find out if they would like to recommend their acquainted and friends to visit the booth. Based on 170 respondents, the NPS score calculated was 82% which strongly suggested the visitors had a meaningful experience hence willing to promote the booth to others. This result also reflects the effectiveness of the planning and execution of the activities resulting in achieving this world-class NPS level.

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