Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 45

Angelina's Beauty Emporium started out with a mission of providing hair care, beauty treatment, and spa services to middle-income women. Angelina would like to move to a more upscale clientele, if possible. She has collected weekly data for the past two years (104 weeks) by asking over 200 clients per week to answer the question: "What is the likelihood that you would recommend us?" evaluated on a scale from 0 to 10. Data can be found in C03-Data.xlsx in the Premium Online Content website. Compute the percentage of respondents who are promoters, passives, and detractors, and then compute the NPS score. (a) Plot these scores on several graphs and give an explanation for possible causes of any trends that you see in the data. (b) Angelina tried a promotion for upscale clients for eight weeks (from week 41 to 49) and four weeks (between weeks 92 and 95). What do the results show?