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EMAC 2019 Annual Conference


A quantitative case study of customer satisfaction for a bottled water home delivery service company
(A2019-10223)

Published: May 28, 2019

AUTHORS

Carlos Lourenco, Fundacao Getulio Vargas; Jorge Levera, The University of Manchester

KEYWORDS

Low involvement; Services; Net Promoter Score

ABSTRACT

The purpose of this study is to evaluate the implementation of a customer satisfaction program for a low involvement product (bottled water), with a service differentiation mindset (home delivery service). Net Promoter Score (NPS) was used to measure loyalty and business satisfaction questions to measure customer satisfaction with product and services. Although NPS is surrounded by controversy of its use, the initiative increased the company awareness towards customers and, ultimately, increased company sales of bottled water.