Integration of Net Promoter Score and DMAIC Approach to Measure Customer Satisfaction in Packaging Industry

Abstract

Six Sigma is a strategy for increasing customer satisfaction by minimizing variety and, as a result, producing better, faster, and affordable products and services. In support of this report, there are 20 sources from 2016–2021 on DMAIC and Net Promoter Score. The DMAIC methodology is one of the Six Sigma methods that focuses on improving existing quality. Customer satisfaction is one of the company's most important characteristics. has previously attracted the attention of various research. Customer satisfaction depends on the research and analysis of customer complaints because it results in customer dissatisfaction and possible loss of business. The structured methodology of DMAIC and Net Promoter Score is applied to increase the satisfaction level of the packaging company's customers. The NPS Score indicates a positive shift in customer satisfaction because it is 17.2 points higher than the average NPS score in the packaging industry. The company is improved significantly, yet there are still areas where the company must improve.