Case Study

Aggreko (B): Net promoter score implementation

11 pages
June 2011
Reference: IMD-5-0773

The B case describes Lyons’ reaction to the executive teams’ issues. Backing off full scale implementation for the moment, Lyons proceeds with some pilot studies. The case reports customer feedback from one of the pilot studies.

Learning Objective

By providing detailed data including extensive customer verbatims, the B case puts students in the shoes of a senior manager interpreting the results of a customer satisfaction survey. A secondary objective is to allow a more detailed discussion of questionnaire design and data collection protocols.

Customer Satisfaction, Customer Experience Management, Net Promoter Score, Dissatisfaction Driver, Business to Business, Strategy Implementation, Strategy Execution
Field Research
© 2011
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