Calculation of net promoter score for Manipal healthcare

Abstract

This report contains calculation of Net Promoter Score of the Manipal Healthcare based on the survey responses. The report describes the methodology along with the procedure used for analysis of data. The methodology includes treatment of missing data, creation of dummy and interaction variables. The analysis used are CHAID, Multiple logistic and factor analysis. Objective:- To calculate the net promoter score of Manipal Healthcare services using the data set provided by the Group. Net Promoter Score:- The Net Promoter Score is an index to measures the willingness of customers to recommend a company's products or services to others. It is used to gauge the customer’s loyalty and satisfaction with the company’s products and services and the overall experience person had with the company. It is generally found that the customers of any organization can be divided as Promoters, Passives and Detractors. The promoters are the people satisfied with the services. Passives are neutral and the detractors are the dissatisfied patrons who are likely to bad mouth the service on various forums. The score is usually used to find the net number of consumers who would act as the promoters for the company i.e. willingly tell others about the good experience they had with the company and thus would increase the sales/ patronage of the company. This score would be simply the difference between the total promoters and the detractors.