| A leading loyalty consultant Fred Reichheld introduces a way of measuring loyalty called Net Promoter Score (NPS). Reicheld stated that the Net Promoter Score is the best measure that can predict the growth of the company. However, claims Net Promoter Score as a superior measure of customer satisfaction than other measures led to the pros and cons among researchers and consultants. One of the researchers and consultants are also the most opposed is Timothy L. Keiningham. In his research, he tried to break F. Reicheld assumption that the Net Promoter Score is the best predictor for the growth of the company. Keiningham comparing NPS (Net Promoter Score) and ACSI (American Customer Satisfaction Index) based on the correlation of the two measurements on the growth of the company. It turned out that Keiningham research results prove that Reichheld claims are wrong. 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 form questionnaire with questions to the customers regarding how much the customer recommendations on products, services or brand on a scale of 0-10. Like ACSI, ICSI is a national customer satisfaction index, and has become a barometer of customer satisfaction survey ratings of various brands or products in Indonesia. NPS and ICSI compared to the growth of corporate. Comparison of NPS and ICSI on corporate revenue growth are conducted using simple linear regression test with the two industry categories as the object of research. Test results obtained from the value of the coefficient of determination (R-square) NPS is greater than the ICSI. The greater the R-square value so the more powerful relationship of the two variables tested, mean NPS have a higher correlation than the ICSI. This doesn’t concur with the results of research conducted by Keiningham and once again proves that the NPS is the best predictor of growth compared with ICSI. |