The best starting point for reading about managing Customer Value is the book, Mastering Customer Value Management, by Ray Kordupleski.
The following article examines some issues relating to the use of Net Promoter Score:
What is wrong with NPS? by Nicholas Fisher & Raymond Kordupleski
An enhancement of the basic approach of Customer Value Analysis, that allows for continuous monitoring of value survey (e.g. Customer Value, People Value, Community Value) data has been published in the following article:
No more static.
Fisher, N.I., A.J. Lee & R.S. Sparks (2005), Marketing Research, pp 14-19, Spring 2005.
The following publications describe aspects of management of Community Value:
Reading the public mind: a novel approach to improving the adoption of new science and technology
N. I. Fisher, J. H. J. Cribb & A. J. Peacock (2007), Australian Journal of Experimental Agriculture, 47, 1262–1271
A Scientific Approach to Monitoring Public Perceptions of Scientific Issues
N. I. Fisher, A. J. Lee & J. H.J. Cribb (2012), International Journal of Science Education, Part B: Communication and Public Engagement, DOI:10.1080/09500693.2011.652364 http://dx.doi.org/10.1080/09500693.2011.652364
Getting the ‘correct’ answer from survey responses: a simple application of the EM algorithm
N I Fisher & A J Lee, Aust. N. Z. J. Stat. (2011), 53(3), 353–364