Reichheld, Frederick F., “One Number You Need to Grow”, Harvard Business Review (December 2003), https://hbr.org/2003/12/the-one-number-you-need-to-grow.
392
Там же.
393
За критикой в отношении Net Promoter Score можно, в частности, обратиться к Keiningham, Timothy L., Bruce Cooil, Tor Wallin Andreassen, and Lerzan Aksoy, “A Longitudinal Examination of Net Promoter and Firm Revenue Growth”, Journal of Marketing 71, no. 3 (July 2007), pp. 39–51, http://journals.ama.org/doi/abs/10.1509/jmkg.71.3.39.
