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Direct Opinions’ services use the concept of Net Promoter®
Score (NPS), developed by Fred Reichheld of Bain & Company, and
SatMetrix. This customer-focused metric helps organizations
do a better job of building better, more customer-centric
companies.
The Net Promoter question asks customers: “How
likely would you be to recommend this company to a friend or
colleague?” This allows companies to track
promoters and detractors and produces a clear measure of an
organization's performance through its customers' eyes.
Promoters are customers who are so enthusiastic about a firm
or brand that they not only increase their own purchases,
but also refer their colleagues or peers. These are
customers that give a rating of 9 or 10.
Customers who give a rating of 7 or 8 are considered neutral
and do not factor into the NPS Score.
Detractors are customers who feel so badly treated that they
cut back on purchases, switch to the competition, and warn
others to stay away from the company. These are customers
giving ratings of 6 or lower.
To determine a company’s Net Promoter score, subtract
detractors from promoters as shown below:
% of Promoters - % of Detractors = Net Promoter Score (NPS)
For more information on NPS, visit:
http://www.netpromoter.com
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