Applicability of the Net Promoter Score in the Energy Sector
MATĚJ BRANDEJS – JUAN C. CORREA – MIROSLAV KARLÍČEK
Abstract
In recognizing the frequent use of NPS, this work provides empirical evidence of the NPS’s applicability within the energy sector. The study relies on a confidential sample of 1,250 customers of a Czech subsidiary of a European electric energy and gas provider. We found that the promoters stayed with the company for a longer time than the detractors. They were also more likely to renew their contract than did the detractors, even after a price increase. However, the study confirmed only a relatively shallow relationship between the customers’ promoter scores and the time customers spent with the company. Furthermore, the customers’ promoter scores differed concerning their gender and education, whereas there were no significant differences among the NPS categories in terms of age.
Keywords
net promoter score, promoters, passives, detractors, energy sector
DOI
https://doi.org/10.18267/pr.2024.vol.2512.1