Fig. 10: Forest plot of Net-Promoter-Score (NPS) risk difference by academic level. | Humanities and Social Sciences Communications

Fig. 10: Forest plot of Net-Promoter-Score (NPS) risk difference by academic level.

From: Navigating higher education during COVID-19: a systematic review and meta-analysis of NPS and customer experience in technological adoption

Fig. 10

A Mantel–Haenszel random-effects model compares the proportion of Promoters minus Detractors (risk difference, 95% CI) for individual studies and pooled sub-totals in graduate programmes (Moschovis 2022; Klifto 2021) and undergraduate programmes (Hakeem 2022; Nakwong 2020; Thakker 2020), with an overall total shown at the bottom. Each study is drawn as a blue square centred on its point estimate; square area is proportional to the inverse-variance weight assigned in the meta-analysis, and horizontal whiskers depict the 95% confidence interval. Black diamonds represent the pooled effect for each subgroup and for all studies combined; the lateral tips mark the pooled 95% CI, following standard forest-plot conventions. The vertical solid line at zero denotes “no NPS advantage”: estimates to the right favour higher NPS, while those to the left favour lower NPS. Arrows on whiskers indicate confidence limits extending beyond the x-axis scale.

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