Is the Net Promoter Score a Good Predictor of Future Sales Growth?: A Comparative Study with the Customer Satisfaction Index

This study aims to investigate the effectiveness of employee training programs on open innovation The Net Promoter Score (NPS) has gained considerable attention owing to its ease of application and interpretation. However, its efficacy remains debatable. This study examines the impact of NPS on future sales growth using longitudinal data measured at the firm level. Additionally, we compare these effects with the impact of the Customer Satisfaction Index (CSI), which is the most widely used and credible customer metric in marketing academia and industry, on future sales growth. As a result of analysis, we find that the NPS level is a predictor of the future sales growth, but a change in the NPS is not. In addition, although we have not observed a relation between the CSI level and future sales growth, a change in the CSI results in future sales growth. These results imply that as more customers recommend a product and the customer satisfaction with it rises, future sales are likely to increase.