Here are links to some useful documents for CustomerGauge to help businesses measure Net Promoter Score® and other field marketing metrics.
- CustomerGauge generic D2C (e-commerce) presentation – Automatically Measure Net Promoter Score®, Customer Voice etc… (May 2009) – pdf 10Mb
- CustomerGauge generic b2b presentation – in-depth measurement of Net Promoter Score®, (May 2009) – pdf 9Mb
- CustomerGauge Project Deliverables Document (Typical reports etc) (May 2009) – pdf 5Mb
- Resource document 1: White Paper: Headcount implications for customer voice classification: (Jan 2009) – pdf 60Kb
- Resource document 2: White Paper: Impact of Improving Net Promoter® Scores on Average Order
Value and overall sales (Jan 2009) pdf 80Kb
- Resource document 3: White Paper: Surveying with CustomerGauge – Legal Considerations, privacy laws etc. (May 2009) – pdf 150Kb
- DemonstratorGauge – Field Marketing Measurement Remotely – presentation. (May 2009) – pdf 6Mb
Weekly round-up of Net Promoter News from round the globe.
Smart Resources Inc, a Chicago Temp Agency promotes “Industry’s Highest Client Satisfaction Ratings” in a self-puffer here. Citing recent study by CareerBuilder and Inavero Institute, Smart Resources received a Net Promoter Score of 74. As a control, the staffing industry average NPS was 25%. More…
Miserable marketers minimise media, move to metrics… After the slump brand owners are ready to go straight back to spend, Spend, SPEND reports MarketingDaily but may also have to employ some people who can do math, as they expect to use more customer-related metrics. According to their survey, marketers are more interested in brand health metrics compared with February 2007, with increased attention on customer conversion/repeat rates and net promoter scores (73% now vs. 67%). Source here. Hold tight while marketers actually start to listen to customers…
HD Supply win award, save $3m… San Diego based Fac-Mans HD Supply won the Gold Award from American Society for Quality with innovative approach to use voice of the customer data to drive operational excellence. Benefits included improved customer loyalty and +6% NPS, which resulted in $3 million in savings. Read details here
eBay move to transactional NPS… Coverage of interview with Director of Seller Standards and Feedback, Brian Burke at the online gavel-swingers on replacing existing old-as-the-hills feedback system: that “Transactional NPS is applying customer loyalty metric after each transaction, much like we do with Feedback today… NPS provides sellers with much richer information about the transaction and the sellers who’ve participated in the pilot have pleased with the added information.” More from Gianostore.
NPS-softer CustomerGauge shows new views on Net Promoter in summer-09 release. Lots of b2b views plus customer sentiment classification improvements on top of easy-to-use interface. Details here.
Home Depot report NPS in F1Q09 Earner Call. Home Depot notes to Wall Street via CEO Frank Blake: “Customer service continues to improve… Our net promoter score… has improved 790 basis points year-over-year and is now at 61.5%. That is a meaningful improvement.” We agree. From SeekingAlpha
Fin-Server Investors Capital Corporation whips up Net Promoter Score to “deliver Premier Service to Financial Advisors”: Investors Capital’s NPS for the first quarter of 2009 was 66%, up from 60%, 60.2%, 60%, and 49% for the four quarters of 2008. Source: American Chronicle
More market research community flat-earthism from the Southern African Marketing Research Association, who continue to deny marketing Darwinism: “The ideas that spread the furthest are often not those with the most merit: …the widespread use of the Net Promoter Score when it does not stand up to scientific scrutiny are examples.” says their King Canute Enrico Tronchin. Chuckle more about it here
Finally, from Net Promoter Conference London, 4 June via twitter:
- “Philips has seen that promoters spend more (69% sales growth) compared to passives (6%) and detractors (-24%).”
- “Experian mentioned that many of their own clients also use NPS, so it is becoming a common language to discuss feedback.”
CustomerGauge June 2009 release adds new features to this simple, cost-effective loyalty measurement system based on Net Promoter Score®*. CustomerGauge is known for its extensive business-to-consumer (b2c) surveying capabilities, particularly for automatically surveying customers after e-commerce transactions.
In this release, it adds specialised reporting for business-business (b2b) applications.
New reporting helps clients view Net Promoter Score by multiple segments and grouped by organisations. Real-time dashboards show scores and comments from individuals inside an organisation by job or function level – to give a top down view of major corporate customers. Compare results with all customers, or by all job categories. Quickly identify promoters and detractors within major accounts.
Other reporting helps show distribution of Net Promoter Scores 0 – 10 by frequency, and the evolution of detractors, promoters by week or month. Drill-downs allow quick analysis of comments in each segment. Another report makes it simple to rank Net Promoter Score in a particular segment (for example by country, or sales revenue cluster). A/B options allow experimentation to find optimum survey design.
Understanding customer sentiment is a key component of CustomerGauge. Reporting has been enhanced to provide multiple level of analysis. Simple graphs showing trends help get to root causes fast and effectively.
CustomerGauge is made for global deployment, with new enterprise-class features for multiple countries/divisions roll-out. But flexibility is also built-in to allow local management, reporting and customisation. A new global dashboard option allows roll-up of Net Promoter Scores from separate divisional instances of CustomerGauge (or even other survey tools).
With this release, CustomerGauge continues to evolve and provide a fast, effective way for enterprises to measure Net Promoter Score, priced from EUR 1500 per month.