PR for PR using NPS
Apologies for the acronyms – this refers to a Press Release for PR NewsWire using Net Promoter Score.
Interesting idea for news service using recommendations – of course they have their own channel for announcing it! Here’s the gist: “PR Newswire, the global leader in commercial news distribution, today announced the excellent customer feedback received following its adoption of Net Promoter, which measures the difference between the customer expectation and actual experience, as its primary customer metric and driver for continuous improvement. The company is believed to be the first in its sector to put Net Promoter at the heart of its business improvement initiatives.”
Full story here.
"Silos = Customer Bermuda Triangle"
Nice article from Jeanne Bliss on the MarketingProfs Site (registration may be required). Worth reading for Net Promoter people.
Highlights:
- CEOs are finding Net Promoter concept compelling – it’s taking hold.
- Look beyond the score (find ways to improve it)
- Don’t set arbitrary targets – make the relative
- “identify customers who love you (Promoters) and those who don’t (Detractors) and to tickle out the issues causing both situations.”
- “Silos = Customer Bermuda Triangle” – CEOs can act as the “glue” between silos to make sure customer issues don’t get lost in between
- Simplify and drive action. “The companies that are making traction with this action keep it simple. They provide execs with 5-10 customers per month to call.”
- Finally, a nice 90-day plan graphic.
Find it here.
Net Promoter in the Ad Industry
Snippet from Chris Tacy’s blog today about Net Promoter Score in the advertising business. Useful NPS statistic – the average for the category: 21%.
“Seeing the gap in perception between agencies and clients on the value of an agency is shocking. When 90% of Agency Execs say their firms are “well-equipped to help deal with changes in Internet Advertising” while less than 50% of Clients feel the same way... or seeing an even greater gap when the same question is asked about Consumer-generated media… the picture starts to get painfully clear. And seeing a client-generated aggregate Net Promoter score for Agencies of 21% is kind of horrifying. “
Town without Pity: Mooresville tracks satisfaction with NPS
Read how the town of Mooresville, North Carolina surveyed thousands of residents, and asked “Would you recommend this town to others?”. They adopted the Net Promoter Score (NPS) concept to measure satisfaction, and although scoring a +3 (down from last years +4) they are tracking the score annually and looking for ways to improve. Results in a nutshell: improve facilities for minorities.
The article explains that NPS is a “tough scoring system” and that the scores can’t be compared to other companies due to different questions, and would be hard-pressed to find other towns using Net Promoter against which it could judge its performance. There is a also a link to a useful presentation outlining the method and full results.
The NPS survey must have been a harder sell to the town council than the usual “Rate your satisfaction on 0 – 10″ scale, so kudos to Mr Wexelbaum of Strategy Support Associates for pushing it through, and the council for having the bravery to face up to some possible negative criticism.
Let’s hope some other towns will be willing adopt the same methodology.
Source: Mooresville Tribune – Minorities here feel ‘disconnected,’ survey shows
Full survey results
Polaris Industries report NPS in earnings call
I found a company today that reported Net Promoter Score along with all the usual financial metrics on their Q4 Earnings call. Congratulations to the board of Polaris Industries (makers of all-terrain vehicles) – let’s hope we start to see this as a regular occurence (and one where they don’t need to explain the meaning of the term…)
“For 2007, our quality improved significantly. Our Net Promoter Score, which is a measurement of the customers’ positive word of mouth, improved by over 10% and our two key new product introductions, the RZR and Victory Vision both had outstanding Net Promoter Scores.”
Source: Seeking Alpha.
CustomerGauge News Digest February 2008
Philips chooses CustomerGauge to measure Net Promoter Score
We are proud to announce that Philips Consumer Products chose CustomerGauge as their Net Promoter and customer feedback tool for the Philips Online shop. We have been partners of Philips since 2006, and much development work on CustomerGauge was done in conjunction with Philips. Full story here.
NEW FEATURES
Upgraded Comments Classification
How can you prioritise where to improve your business first? And are you getting better or worse in specific areas? CustomerGauge helps you by reviewing customer comments, and helping you organise them by assigning “reasons” why each customer was unhappy (or satisfied). The result is a “Voice of Customer” neatly organised…. [more]
CustomerGauge adds Automatic Testimonial Publisher
“When I first started in marketing, we used to proudly publish the comments of satisfied customers in our monthly Tecno catalogue”…. now a new feature to CustomerGauge that allows clients to simply publish comments in seconds [more]
CUSTOMER ENGAGEMENT
Net Promoter Score to win in ‘08!
“Prediction is very difficult, especially about the future” said the Danish physicist Niels Bohr…. Learn how IBM predict that 2008 will be the year of Customer Satisfaction – or at least it’s the No.1 issue for retailers…we predict that more companies will focus on the customer this year, and that they will use the simple tool of the Net Promoter Score [more ]
Good is (on the side of the) Right
In the world of surveying, which side is “good” on? Left? Or right? Read why it’s almost always on the right in our “Survey Idols” section [ more ]
Final Thought:
Percentage** of business executives believing they are doing a good job in serving customers: 80%
Percentage of customers who agree: 8%
CustomerGauge is a hosted software tool from Directness BV that helps organisations to measure customer loyalty, understand customer sentiment, and respond to customer comments. Compatible with the Net Promoter® Score*, CustomerGauge allows organisations improve customer relationships and encourage loyalty, most immediately in e-commerce functions
Other Resources:
- Have you taken our test drive yet? Try out our demo-site… (get a full log-in on request).
- 2-minute guide to the Net Promoter Score: All you need to know about NPS in a cartoon format…
- To subscribe/unsubscribe to our emails go here.
*Source: BAIN and Co 2006
Philips Online Shop chooses CustomerGauge to measure Loyalty and Voice of Customer
(Nederlandse versie onderaan bijgevoegd)
Philips Online Shop has purchased Directness BV’s CustomerGauge software to measure customer loyalty and understand customer sentiment.
Directness has been working with Philips to improve customer experience in the Online Shop, and has supplied CustomerGauge as a tool to measure every transaction. CustomerGauge allows Philips to quantify and classify comments, convert free text comments into statistical data, and summarize the “Voice of the Customer” to executives
CustomerGauge is a straightforward solution to automatically survey customers and measure loyalty. The results are compatible with the Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement. Philips is committed to Net Promoter as the company-wide benchmark of Customer Experience.
Adam Dorrell, Managing Director of Directness says: “We have worked closely with Philips in the last year to ensure we could match the needs of the shop, and are delighted that they chose CustomerGauge to provide real-time measurement of customer loyalty and voice of customer”
About Philips Online Shop
The Philips Online Shop is a division of Philips Consumer Products, and was set up in 2005 to provide an excellent customer experience by providing a range of Philips consumer products for direct sale to consumers in Europe, US and the Americas. The product range includes televisions, home entertainment, PC products and personal care devices.
About CustomerGauge
CustomerGauge (www.customergauge.com) is a hosted software solution from Directness BV designed to measure loyalty and understand customer sentiment. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance. A flash-based tour and self-guided demonstration is available on www.customergauge.com.
Directness BV is a software and consulting company based in Amsterdam, Netherlands. Formed in 2006 by former directors of Sony and Dell, Directness assists major brands to listen, market and sell directly to consumers. For news, product and company information visit www.directness.net or call +31 (0)20 3312425.
Note for non-English speakers: “Gauge” (pronounced like en-gage) is an instrument for measuring or indicating quantity.
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Philips Online Shop kiest CustomerGauge om inzicht te krijgen in klant-loyaliteit
Philips Online Shop wil tot een goed inzicht komen in wat de klant ervaren heeft tijdens een aankoop direct van Philips en is daarom gestart met het continu meten van klanttevredenheid met behulp van de software CustomerGauge.
CustomerGauge is een gehost software product van het Amsterdamse bedrijf Directness BV ontworpen om klanten automatisch te benaderen via email om hun ervaring en loyaliteit te meten. De resultaten zijn in lijn met Net Promoter® Score* (NPS), de wereldwijde standaard op het gebied klant-loyaliteit.
Directness BV is in nauwe samenwerking met Philips Europa en de Verenigde Staten om continu de klant-beleving te verbeteren in de Online Shop en heeft CustomerGauge geleverd als middel om elke transactie te meten.
CustomerGauge biedt de mogelijkheid om ervaringen van klanten te kwalificeren en classificeren, en op- en aanmerkingen die in een open tekstveld ingevuld zijn te converteren naar statistische informatie die gemakkelijk kan worden samengevat om bijvoorbeeld directie-leden een goed beeld te geven van wat er leeft bij de eindgebruiker.
Philips heeft zich gecommiteerd aan Net Promoter als de organisatie-wijde benchmark voor klant-ervaringen.
Adam Dorrell, Managing Director van Directness BV zegt: “We hebben het afgelopen jaar nauw samengewerkt met Philips om te verzekeren dat we de behoeftes van de Philips Online Shop op dit gebied goed begrepen en we zijn zeer tevreden met hun keuze voor CustomerGauge om real-time meting te verrichten naar klant-loyaliteit en klant-beleving.
Over Philips Online Shop
De Philips Online Shop is een divisie van Philips Consumer Products, en is in 2005 gestart met als doel de Philips consument in Europa en de VS online een selectie producten te koop aan te bieden en daarmee een goede ervaring.
Over CustomerGauge
CustomerGauge meet loyaliteit met als doel het begrijpen van klant-sentiment. Het is geoptimaliseerd voor gebruik in e-commerce omgevingen en kan snel en organisatiebreed ingezet worden zonder investeringen in CAPEX of IT assistentie.
Een flash-tour en zelf-demonstratie is te bekijken op www.customergauge.com.
Directness BV is een software en adviesburo opgericht in 2006 door oud-directeuren van Sony en Dell en biedt aan grote merken expertise op gebied van marketing en verkoop aan eindgebruikers waarbij de klant central staat. Belangrijk is dan ook het ‘luisteren’ naar klanten. Ga voor meer nieuws, product- en bedrijfsinformatie naar www.directness.net of bel +31 (0)20 3312425.
Notitie voor niet-Engelstalige journalisten: “Gauge” \ˈgāj\ is een instrument voor het meten of aanduiden van hoeveelheden.
- EINDE -
Contact:
Camilla Scholten
Directness BV
Camilla.scholten@directness.net
