IMPLEMENTING NET PROMOTER SCORE IN THE PUBLIC SECTOR ORGANIZATIONS

This article presents the advantages of implementing the Net Promoter Score (NPS) tool in the public sector. The main scope of this research was to analyze the consequences of implementing NPS in the public sector and to fill a gap in research where the NPS measurement tool is very popular in the field of private organizations but almost unknown in the public sector. Furthermore, only several previous researches on this topic were found. The theoretical framework of the article is based on a comparation between the reputation of NPS tool in the private and public sector. The analysis of the NPS efficiency in the private organizations is based on statistical methods; therefore, this is considered a quantitative research. The qualitative research includes the literature review about the Net Promoter Score methodology and the public sector characteristics and needs of a satisfaction metric. The research works as a parallel between the advantages of implementing the NPS tool in the private organizations and the benefit gained by implementing the same satisfaction measurement tool in the public sector. The research proofs that the public sector has the necessity of implementing its own tool for measuring satisfaction and reputation and confirms that NPS is the right tool, which fulfills this need. The most important result of this research consists in evidencing the advantages of implementing such a metric tool in the public sector.