In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, Deputy Director, Cambridge Service Alliance, University of Cambridge, talks about his new paper “The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model”. The paper was co-authored with Dalia Kandeil, and Andy Neely, of the CSA, and Janet McColl-Kennedy, from the University of Queensland, Brisbane, Australia and a visiting professor here.
