Refining Score Computation and Extracting Feature Importance from Telco A's Net Promoter Score Surveys in the Presence of Low Response Rates and Missing Data

ABSTRACT The Promoter Score (NPS) is a business metric typically used by companies to gauge customer loyalty. In the case of Telco A, one of the use cases of NPS surveys is to check customer sentiment with regards to their use of its mobile network. Telco A would like to better understand the fac...

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