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      • R-002-001 Quality objectives list_2024_001
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      • R-002-006 SWOT and CAME analysis
      • R-002-007
        • R-002-007 Process validation card 2023_001
        • R-002-007 Process validation card 2023_002
        • R-002-007 Process validation card 2023_003
        • R-002-007 Process validation card 2023_004
        • R-002-007 Process validation card 2023_005
        • R-002-007 Process validation card 2023_006
        • R-002-007 Process validation card 2023_007
        • R-002-007 Process validation card 2023_008
        • R-002-007 Process validation card 2023_009
        • R-002-007 Process validation card 2023_010
        • R-002-007 Process validation card 2023_011
        • R-002-007 Process validation card 2023_012
        • R-002-007 Process validation card 2023_014
        • R-002-007 Process validation card 2023_015
        • R-002-007 Process validation card 2023_016
        • R-002-007 Process validation card 2023_017
        • R-002-007 Process validation card 2023_018
        • R-002-007 Process validation card 2024_001
        • R-002-007 Process validation card 2024_002
      • R-002-008 Quality and regulatory roadmap
      • R-002-009 Regulatory requirements review report
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  • R-002-007 Process validation card 2023_010

R-002-007 Process validation card 2023_010

Version control​

Reason for reviewDateVersion id
First version202303081

Process​

Customer satisfaction

Requirements​

To find and establish a simple customer-centred metric for measuring customer satisfaction and loyalty.

Selection description​

The Net Promoter Score (NPS) is a popular metric that measures customer satisfaction and loyalty by asking a single question: "How likely is it that you would recommend our product/service to a friend or colleague?" Customers are asked to rate their likelihood on a scale from 0 to 10, and the NPS is calculated by subtracting the percentage of detractors (people who rated 0-6) from the percentage of promoters (people who rated 9-10). In addition it has the following characteristics:

  • Simplicity: The Net Promoter Score is a simple metric that can be easily understood and communicated across the organization. It can also be easily compared across time and between different products or services.

  • Actionable: The NPS can provide insights into customer satisfaction and loyalty, which can help to identify areas for improvement and inform business decisions.

  • Benchmarks: The NPS is a widely used metric, which means that we can benchmark its score against industry averages and competitors.

  • Customer-Centric: The NPS focuses on customer satisfaction and loyalty, which helps us to align around customer needs and preferences.

  • Predictive: The NPS has been shown to be predictive of customer behavior, such as repeat purchases and referrals, which helps us to inform business strategy and growth.

Validation​

The Net Promoter Score is useful metric for measuring customer satisfaction and loyalty, providing actionable insights, and aligning the organization around customer needs. By leveraging the simplicity, actionability, benchmarks, customer-centricity, and predictiveness of the NPS, our company can improve customer satisfaction and grow our business.

Process approval​

Approved by

E-Signature (Appfire integration):

Signature logo

Andy Aguilar

9911278066B8FDAFCC67AD28EBFC2456

Signer name: Andy Aguilar

Signing time: Wed, 08 Mar 2023 12:41:21 GMT

Reason: Process approval

JD-001 General Manager (GM)

Signature meaning

The signatures for the approval process of this document can be found in the verified commits at the repository for the QMS. As a reference, the team members who are expected to participate in this document and their roles in the approval process, as defined in Annex I Responsibility Matrix of the GP-001, are:

  • Author: JD-004
  • Reviewer: JD-001
  • Approver: JD-001
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  • Version control
  • Process
  • Requirements
  • Selection description
  • Validation
  • Process approval
All the information contained in this QMS is confidential. The recipient agrees not to transmit or reproduce the information, neither by himself nor by third parties, through whichever means, without obtaining the prior written permission of Legit.Health (AI LABS GROUP S.L.)