Enhancing Net Promoter Score (NPS)

In satisfaction intention, and can now be enhanced. By adding explicit customer satisfaction data.  Influence and customer reviews already on the web. NPS, a Industry Standard Before the Social Web There’s no better way to measure customer satisfaction and intention to refer than the Net Promoter Score. In fact, this simple mechanism asks consumers on a 0 to 10 rating scale: “How likely is it that you would recommend our company to a friend or colleague?” Based on their responses. Customers can be categorized into one of three groups.

Promoters (9-10 rating)

Passives (7-8 rating), and Detractors (0-6 rating) NPS. While effective at capturing the intention of advocacy. Does not measure actual advocacy or detractions that occur in the social web. As a result it’s difficult to capture the entire ‘net’ experience as the social web has demonstrated. Now The Social Web Provides New Data Sources South Africa WhatsApp Number List The social web actually records customers making explicit ratings, rankings. Recommendations or warnings about products in services, I’ve given some pragmatic reasons on why this is important. You can find these reviews in Amazon, Twitter, Plancast.

Yelp, Facebook, Twitter

In particular, the social web allows brands to actually measure three new types of public data sources: Customer Satisfaction: Customers can now provide ratings, reviews, and other critiques in online review sites. Influence: Not all customers Africa Phone Number List are created equal, in fact some customers have have great breadth of reach (like Celebrities on Twitter) or have depth in knowledge (expert blogger in your market). Referral Activity: No need to ask “how likely” they are to refer, you can see them do it live. Get Accurate, Measure the Total Social Customer Value (TSCV) Companies must value both.