tag:blogger.com,1999:blog-7533727264507128560.post660267357005770201..comments2024-03-22T04:49:13.363-07:00Comments on Lessons Learned: Net Promoter Score: an operational tool to measure customer satisfactionErichttp://www.blogger.com/profile/12249063135381216090noreply@blogger.comBlogger8125tag:blogger.com,1999:blog-7533727264507128560.post-76305077784757706012011-04-06T04:33:00.840-07:002011-04-06T04:33:00.840-07:00Hi, one thing I'm not clear about - if the sur...Hi, one thing I'm not clear about - if the survey is not 100% about NPS - does it make sense to just include a simple question with 3 answers<br /><br />"If you were asked to provide a report on company x, which one of the following statements is most likely to be included in your report?<br /><br />I would recommend x without hesitation<br />I would recommend x with a few qualifications<br />I would not recommend xPeter Lawless, 3R Sales & Marketing Bloghttp://www.3r.ie/marketing-blog/noreply@blogger.comtag:blogger.com,1999:blog-7533727264507128560.post-87397877724803537322009-11-23T12:59:08.551-08:002009-11-23T12:59:08.551-08:00Hello Eric,
I've been pouring through your blo...Hello Eric,<br />I've been pouring through your blog since attending your event at MIT providing a overview of the core competencies of a "lean startup". <br />Coming across your post about the "net promoter" score was a surprise but I had to reach out and tell you that this was the inspiration of my new startup called SOCIALtality. The SOCIALtalty scoring methodology is the Net Promoter score for the new digital age measuring a company's use of social media to become more customer centric.<br />I thoroughly appreciate your "giving back" to increase the likelihood for success for startups.<br />Best,<br />Wendy<br />Founder & CEO, SOCIALtalityWendy Troupehttp://www.socialtality.comnoreply@blogger.comtag:blogger.com,1999:blog-7533727264507128560.post-87670363025031707332009-09-21T19:53:09.076-07:002009-09-21T19:53:09.076-07:00Great post!Great post!Dov Bigiohttps://www.blogger.com/profile/12712432850700144193noreply@blogger.comtag:blogger.com,1999:blog-7533727264507128560.post-67403249704069683512009-09-15T21:07:44.100-07:002009-09-15T21:07:44.100-07:00Hi Eric,
I started off by reading a recent post o...Hi Eric,<br /><br />I started off by reading a recent post of yours in regards to a cardinal sin of community management and ended up taking some time to poke through the rest of your blog, too, which is how I came across this post.<br /><br />I am intrigued by the discussion of tools used to measure customer satisfaction (and perhaps consumer trends and directions and overall feelings)... <br /><br />but I am honestly confused as to how it took a major loss of revenue for the realization to be made that -something- was not going well in the IMVU consumerbase.<br /><br />Generally when there is unease in the IMVU userbase, the first place you will see it is in the forums and in particular, in the Content Creator forum, the Suggestions forum, and the Miscellany forum, or - if the issue is related to a new release of something or a change to the client or previewer or something - the Announcements and Bugs forum.<br /><br />The IMVU userbase is NOT quiet when it comes to expressing unease as users frequently seek each other out for both companionship, someone to talk these issues with over, and to get either confirmation or denial that the problem they are experiencing exists.<br /><br />But perhaps I am making an assumption and am talking about one thing while you are talking about another.<br /><br />I know you probably can't say exactly which issue you were referring to, but was this issue 'behind the doors' so to speak or was this a public issue that up-to-date IMVU-ers would have been familiar with (and thus actively uneasy about)?<br /><br />Thanks for your thoughts,Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7533727264507128560.post-75172272854940929582008-12-17T19:45:00.000-08:002008-12-17T19:45:00.000-08:00The Net Promoter score does identify the level of ...The Net Promoter score does identify the level of <A HREF="http://www.brookeside.com" REL="nofollow">Loyalty</A> that might exist in your customer base. But it does not give you the tools to improve your <A HREF="http://www.brookeside.com" REL="nofollow">Customer Loyalty</A> over the long run. <A HREF="http://www.brookeside.com" REL="nofollow">Brookeside</A> can do that.Alex Horovitzhttps://www.blogger.com/profile/12696500037808119242noreply@blogger.comtag:blogger.com,1999:blog-7533727264507128560.post-37540337528080756772008-12-01T12:25:00.000-08:002008-12-01T12:25:00.000-08:00Nice post. I too beleive that measuring a 'recomen...Nice post. <BR/><BR/>I too beleive that measuring a 'recomender' score is a terric way to quickly manage customer loyalty. Unfortunalety, too many comanies today still don't do any measuring at all. One of the reasons that simple measures like NPS are successful is because they are, well, simple. Execs and managers are so busy that 'simple' really does = 'doable.' <BR/><BR/>I'm in the loyalty business (full disclosure: Allegiance is my employer), and NPS is something that we help clients incorporate into their reporting and dashboards, along with other measurements. I regularly hear from clients that NPS is important, but often not enough. Personally, I think NPS is a good start, but adding just 2-3 other key measures really rounds out the view. Engagement level is perhaps the next most important measure to add. <BR/><BR/>Overall, keep it simple to ensure it gets done, and, measureing something is better than doing nothing at all. I'm a big believer in increasing customer loyalty, especially during tough economic times. It's a great time to increase revenues without spending money on acquiring new customers.life wealth explorerhttps://www.blogger.com/profile/18054188115110449400noreply@blogger.comtag:blogger.com,1999:blog-7533727264507128560.post-75884399999034631352008-11-29T10:44:00.000-08:002008-11-29T10:44:00.000-08:00Eric,I love your blog and I've learned a lot from ...Eric,<BR/><BR/>I love your blog and I've learned a lot from it. Anyways, giving you're interest and work in blogging, you might find this interesting. It's a site that does a Myers-Briggs analysis on bloggers based on what they write:<BR/><BR/>http://www.typealyzer.com<BR/><BR/>Quite fun and it makes sense that you come up as a scientist. If you're interested in how that compares to my little blog...<BR/>http://tinyurl.com/AlignAssessment<BR/><BR/>Keep up the great posts,<BR/><BR/>AndyAndrew Meyerhttps://www.blogger.com/profile/13950859437400162668noreply@blogger.comtag:blogger.com,1999:blog-7533727264507128560.post-75203808705904511682008-11-26T09:23:00.000-08:002008-11-26T09:23:00.000-08:00Great, great post.A couple of additional thoughts:...Great, great post.<BR/><BR/>A couple of additional thoughts:<BR/><BR/>a. Build the response flow such that it involves minimal user interaction. Ideally a user should be able to respond with a single click (think links for 1-10 rather than a radio buttons and a submit button). For these sorts of surveys, it can really improve response rates. For this reason, I think email is actually not such a great method unless your service relies on it heavily for its core functionality. <BR/><BR/>b. NPS is great tool to assess the value your service is providing to a certain customer-type, but not necessarily its value to (what you consider) your overall customer-base (i.e. it's good for climbing a mountain, not so much for selecting it). Depending on your service, it may make sense to design the invitations such that they hit on all the user constituents. <BR/><BR/>c. finally, avoid sending an invitation to the same user twice in proximity (space them at least once/6month). Especially early-on, when the user-base is small, build your sample-size to reflect that.Anonymousnoreply@blogger.com