Abstract

BEJARANO-HEREDIA, Alberto  and  CASTILLO-NUNEZ, Jean Paul Simon. Student Satisfaction: Going Beyond a Number in NPS Results. Sisyphus [online]. 2025, vol.13, n.2, pp.168-182.  Epub Aug 05, 2025. ISSN 2182-8474.  https://doi.org/10.25749/sis.41329.

Student satisfaction is key to institutional well-being and prestige. This study applied the Net Promoter Score (NPS) methodology to evaluate student satisfaction at a Business School in a Peruvian university. A non-experimental, descriptive-level design and a mixed-methods approach were used, combining quantitative NPS analysis with qualitative content analysis in a case study. An NPS of +35 was obtained, with 53% promoters, 29% passives, and 18% detractors. Promoters mainly valued the teaching method, faculty quality, and infrastructure; passives highlighted academic innovation and overall student experience, while detractors expressed dissatisfaction with administrative aspects. It is concluded that NPS, complemented by content analysis, provides a deeper and more useful perspective for institutional decision-making aimed at continuous improvement.

Keywords : student satisfaction; net promoter score; higher education.

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