Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN

Detalhes bibliográficos
Autor(a) principal: Paixão, Guilherme Filipe Corgas da Cruz Esteves
Data de Publicação: 2023
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/149110
Resumo: Internship Report presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
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spelling Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTENCustomer loyaltyBrand healthNet Promoter ScoreMarketingWortenAnalyticsInternship Report presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRMThis professional internship took place at Worten, in Lisbon, with a duration of 9 months in the year 2021/2022 in order to apply and consolidate, in a practical context, the theoretical knowledge acquired in the 1st and 2nd semester of the Master with guidance and supervision, with the to complete the master's degree and gain experience in the area. The main objective of this study was to try to understand customer behaviour considering their opinion given in the NPS (Net Promoter Score) process, trying to measure, classify and predict the customer's transactional behaviour in the company. Although this metric has been criticized by the academic community due to its poor predictive sales performance, NPS remains the most notorious metric in the market adopted by managers as a metric of consumer mindset. This internship report validates that NPS is a bad predictor of Sales in the long term, but a good predictor of frequency of purchase in the short term. This report also emphasizes the significance of conducting a segmented and in-depth analysis of each business area in order to identify the areas that are harming the company the most and those that may have potential churners. Finally, this report offers a comprehensive view of the company and its relationship with the NPS metric.Szabó-Douat, TeodóraRUNPaixão, Guilherme Filipe Corgas da Cruz Esteves2023-02-13T17:42:43Z2023-01-242023-01-24T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/149110TID:203221796enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:30:51Zoai:run.unl.pt:10362/149110Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:53:37.057228Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
title Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
spellingShingle Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
Paixão, Guilherme Filipe Corgas da Cruz Esteves
Customer loyalty
Brand health
Net Promoter Score
Marketing
Worten
Analytics
title_short Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
title_full Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
title_fullStr Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
title_full_unstemmed Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
title_sort Relation between client opinion (Net Promoter Score) and transactional data: A Pratical Example in Retail at WORTEN
author Paixão, Guilherme Filipe Corgas da Cruz Esteves
author_facet Paixão, Guilherme Filipe Corgas da Cruz Esteves
author_role author
dc.contributor.none.fl_str_mv Szabó-Douat, Teodóra
RUN
dc.contributor.author.fl_str_mv Paixão, Guilherme Filipe Corgas da Cruz Esteves
dc.subject.por.fl_str_mv Customer loyalty
Brand health
Net Promoter Score
Marketing
Worten
Analytics
topic Customer loyalty
Brand health
Net Promoter Score
Marketing
Worten
Analytics
description Internship Report presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
publishDate 2023
dc.date.none.fl_str_mv 2023-02-13T17:42:43Z
2023-01-24
2023-01-24T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/149110
TID:203221796
url http://hdl.handle.net/10362/149110
identifier_str_mv TID:203221796
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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