| Fred Reichheld, a consultant leading customer loyalty, introduce a new method for measuring customer loyalty is called the Net Promoter Score (NPS) in 2003. Reichheld states that compared to the survey questions based on other customer, NPS method is the best measuring tools that can predict the growth of the company. However, the statement sparked Reichheld pros and cons among the experts and consultants. One of the researchers and consultants who doubted the Reichheld statement was Timothy Keiningham. Keiningham in a study, trying to break a statement that the NPS method is the best method in predicting the company's growth. In his study, Keiningham comparing NPS (Net Promoter Score) and ACSI (American Customer Satisfaction Index) based on the correlation of both methods with the company's growth. From Keiningham results indicate that ACSI has a high correlation is higher than NPS. From the results of this study also concluded that the ACSI is better in predicting the growth of the company and also broke the previous Reichheld statement. Based on these problems so we did a research with the aim of comparing the Net Promoter Score (NPS) with the Indonesian Customer Satisfaction Index (ICSI). NPS measurement method is done by distributing a questionnaire with a question to the customer, about how much the customer recommendations for products, services or brand on a scale of 0-10. Such as the ACSI, ICSI is a national customer satisfaction index and has become a barometer of customer satisfaction survey rating of various brands or products in Indonesia. NPS and ICSI method is then compared to the growth of corporate earnings. In addition, also compared the value of research results Octovate NPS Consulting Group, which was announced by SWA Magazine. From the processing data that has been made, value obtained from the percentage of NPS promoters minus the percentage of detractors. To compare the NPS and ICSI method, linear regression test was used for the purpose of determining which method is more correlated to the growth category of airline companies and internet service providers. Test results obtained from the value of the coefficient of determination (R-square) ICSI is greater than the NPS. The greater the R-square value so the more powerful relationship of the two variables tested, mean ICSI have a higher correlation than the NPS. This is consistent with the results of research conducted by Keiningham and simultaneously break statement stating Reichheld NPS method as the best measuring tool in predicting the company's growth. |