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Net Promoter^® Scoring

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

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

Direct Opinions Develops New Customer Satisfaction Measurement Tool with Author

June 8, 2008, CLEVELAND — Direct Opinions is pleased to announce a new customer satisfaction measurement tool C-SAT (Company Service Aptitude Test) available through the DiJulius Group at www.thedijuliusgroup.com/SAT. Direct Opinions assisted author John DiJulius in developing the test for his new book, What’s The Secret? (Wiley; May 2008; $27.95; Hardcover).

The new book presents an in-depth, inside look at the world-class customer service strategies employed by the world’s most customer-friendly companies and highlights the biggest obstacles that prevent organizations from delivering quality customer care. The book also introduces the new C-SAT assessment tool that can measure an entire organization's customer service as a whole or each individual department. The C-SAT not only pinpoints the Service Aptitude Level of your organization, but even more importantly, it lets management know where the strengths and opportunities are in order to get to the next level.

Direct Opinions, a leading provider of custom business market research / market survey solutions, was instrumental in the development of the survey questions and measurement scale. “This was a truly innovative and exciting project,” stated Darlene Campagna, President of Direct Opinions. “It drew on our 25 years of experience creating customer satisfaction surveys and initiatives. This is an exceptional survey instrument for measuring customer service in an organization.”

There has been much anticipation for the release of What’s The Secret?, that occurred May 1, 2008, with over 11,000 pre-sales before the book ever hit the bookstores. To date the book has received accolades from industry leaders such as Tom Peters, John Maguire, Chief Operating Officer, Panera Bread, Nance Hastings, VP, Estee Lauder and John Rolfs, The Ritz-Carlton.