JOURNAL ARTICLE

Why You Should Be Tracking Customer Surplus Value.

  • Published In: Harvard Business Review Digital Articles, 2024. P. 1 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: Eggers, Felix; Vriens, Marco; Verhulst, Rogier; Talwar, Jason S.; Collis, Avinash 3 of 3

Abstract

The article discusses the importance of tracking Customer Surplus Value (CSV) as a metric to measure customer loyalty. CSV measures the difference between what customers are willing to pay for a product or service and its actual price. It complements the Net Promoter Score (NPS) by focusing on the concept of consumer surplus. The article provides examples of how CSV can be used to measure and track customer value, and compares it to other customer feedback metrics. It concludes that using both NPS and CSV together provides a more robust understanding of customer value. [Extracted from the article]

Additional Information

  • Source:Harvard Business Review Digital Articles. 2024/05, p1
  • Document Type:Article
  • Subject Area:Business and Management
  • Publication Date:2024
  • Accession Number:177766433
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