A CONCEPTUAL APPROACH TO IMPLEMENTING THE NET PROMOTER SCORE IN HIGHER EDUCATION

Summary: The Net Promoter Score (NPS) has emerged as a well-known measure for assessing customer satisfaction and loyalty across different sectors, including higher education. This study examines how NPS is applied in higher education institutions to assess student satisfaction, loyalty, and overall institutional effectiveness. This study explores how adapting NPS, typically used in business environment, to the specific dynamics of higher education can function as an essential instrument for evaluating student experiences, pinpointing areas needing enhancements, and promoting greater student involvement. This research seeks to offer higher education leaders practical insights to improve student satisfaction, loyalty, and institutional results via NPS. The net promoter score's importance for higher education was investigated using systematic and phenomenological approaches.