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NET PROMOTER SCORE USE AT UNIVERSITY EDUCATION SECTOR
Abstract
The paper presents the results of Net Promoter Score application research for measurement and evaluation of students' satisfaction with the content, organization and quality of university lectures.. In business activities the Net Promoter Score (further just NPS) is still more often and effectively used to evaluate the customer's satisfaction. The method and metrics, originated in the USA, is beginning to be applied also in a number of Czech firms and companies of various activity fields. It enables not only to measure but also to manage the enterprise activities on the customer value principle. The active factor of education process there are the students. A very important presumption is the quality of lecturing which is not possible without active students and lecturer cooperation. To share the knowledge informally and interactively it is necessary to create positive environment supporting mutual trust and positive feedback effect during the lectures. The analogy of a business activity with education process (student as a customer, teacher as a employee) enables to justify the use of Net Promoter Score metrics which is used to evaluate customer's satisfaction in business relationship. Can the evaluation on NPS basis positively influence the relationship between students and a lecturer? Can it help to improve the level of lectures? These are the main research questions which we asked and which this paper tries to clarify. „There is not such a human being that would please all people“ (old Czech proverb) is true. The paper was made within the project SGS-2013-40 Paradigm of Development in the 21st Century and its Impact on the Behavior of Economic Entities.
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