Net Promoter News: The Annual 2009, with Company NPS Results Table

“How likely are you to recommend the year 2009 to a friend or a colleague?” If you could rate a year, 2009 would have probably got a negative Net Promoter Score. But as the business world picked up in the last few months, it seems companies have started to focus on Customer Loyalty again. So as the year draws to a close, it’s time for a round-up of 2009′s Net Promoter Score® News. We list all the companies and scores we covered, and have a few thoughts on Net Promoter for this year and next.

Trends:

In 2009 there was a steady increase in Net Promoter interest. Noticeably, we saw a lot of companies reporting self-calculated Net Promoter Scores in press-releases (in so-called “self-puffers”. We reported nearly 100 companies through the year in Net Promoter News and expect to see this double in 2010. Biggest uptake seemed to be in B2B – with many business service companies measuring Net Promoter. Marketing press also mostly getting behind Net Promoter. And from Twitter, a quote we liked “Net Promoter is the Cliffs Notes of market research.” @celeduc

Earnings reports continue to feature Net Promoter Scores – top marks for Home Depot, CoinStar, Hertz. We saw commentary from stock-pickers on looking out for “high net promoter scores” – see CostCo below. Expect more of this, but tempered with critical examination of the numbers (just as investors question profit reports).

Job ads are starting to feature NPS as a Key Metric including RackSpace (for a SAN Storage Engineer: “Strive towards a world class target of 80% for the Net Promoter Score”). Seen similar  a few times,  which should widen the pool of knowledge.

Easier ways to get to NPS – new instant Net Promoter features in tools including CustomerGauge: Daily NPS report and customer feedback, Real-Time via Twitter,  and visualisations based on “Loyalty Spectrum Analysis“

A sign that Net Promoter is moving in to the mainstream: This year we saw NPS-Spam. SEO merchants are harvesting Net Promoter keywords to sell “male enhancement” products!

To look forward to in 2010: More rigorous reporting of scores – listing at least sample size and notes on methodology, and that PR people start to understand better   – see Standardising on Net Promoter Score Reporting. We trust more scores move out of the “Twilight Zone” of unknown origin. Companies reporting over 99: we are looking at you!

Finally, we leave you with an excellent informative (although rather serious)  video from Bain’s NPS guru Rob Markey. A useful 4-minute primer to start 2010 with.

.

Happy New Year from the CustomerGauge team and here’s to a recommendable 2010!

Company Results

These were the scores we reported this year. Most are self reported, and perhaps have dubious value, but on a very positive note it’s good to see that business is starting to use a common metric. Rigour will come later.

Name	Sector	Results and Link
Public Radio	Broadcast	76
CoinStar	Business Services	80
CoinStar	Business Services	83
EG Employment Group	Business Services	52
GMT Workforce	Business Services	47
HCL	Business Services	“highest NPS”
HD Supply	Business Services	“up 6″
MailChimp	Business Services	69
OSG Billing Services	Business Services	72
Point of Reference	Business Services	100
Puroclean	Business Services	93
Smart Resources temp agency	Business Services	74
Sure Payroll	Business Services	NPS “World Class”
Hertz	Car Rental	50
LG	Consumer Electronics	64 average
Philips	Consumer Electronics	“Revenue follows NPS”
Sony Backstage 101	Consumer Electronics	44
British Gas	Energy	30
DragonAge	Entertainment	“NPS Useful”
Theatre Group, Sweden	Entertainment	76
NES	Equipment Rental	72
NES Rentals	Equipment Rental	80
RSC Rental	Equipment Rental	64
ANZ	Financial Services	-32
Australian Banks	financial services	NPS study
Bank of Montreal	financial services	44
Boeing Credit Union (BECU)	Financial services	75
Capital Systems leasing	financial services	63
CBA	Financial Services	-40
Charles Schwab	Financial Services	-34 to +26
Fidelity Advisor Funds, Fidelity Investments	Financial Services	Average: 29. Range: -63 to +21
Investors Capital	Financial Services	66
Kiwibank	Financial Services	60
Members Equity Bank (MEB)	Financial Services	62
Minnesota Life	Financial Services	87
NAB	Financial Services	-60
St George	Financial Services	-40
Vanguard	Financial Services	Average: 29. Range: -63 to +21
Verity Credit Union:	Financial Services	Adopting NPS
Westpac	Financial Services	-29
Westpac	Financial Services	-18
Grohe	Hard goods	“revenue up 7″
Cancer Treatment Centers America	Healthcare	Adopting NPS
EasyNet Connect	ISP	“industry standard”
iiNet	ISP	“40 to 50″
InetU	ISP	58
Apple	IT	77
Google	IT	71
ServerBeach Hosting	IT	49
SmartPen	IT	54
Blue Dart Express	Logistics	“committed to NPS”
Amazon	Online Retail	74
eBay	online retail	“adopting NPS”
eBay	online retail	More on NPS
Overstock	Online retail	73
Bonobos	Retail	74
Brooks Brothers	Retail	Adopting NPS
CostCo	Retail	“High NPS”
GameStop	Retail	“record NPS”
Home Depot	Retail	62
Home Depot	retail	63
Home Depot	Retail	64
Adobe	Software	48
Atlassian Software	Software	52
ClearSwift	software	Adopting NPS
Lawson	software	Adopting NPS
MWH Soft	Software	83
Qlikview	Software	48
Quark	Software	50
Sage	Software	“up 15 points”
SAP	software	60
Schooldude	Software	93
Symantec	Software	leading indicator, employee NPS
TSS (Tennessee Software)	Software	87
VeriSign	software	NPS Study
KPN	Telco	“Adopting NPS”
FIFA: SA 96, Germany 88	travel	88 to 96
People to People Ambassadors	travel	61
SkiButlers	travel	89
SkiButlers	Travel	89
Travel Counsellers	Travel	94
Whistler	Travel	“up 6″
Polaris	Vehicles	NPS: “Key Metric”

Make Customer Feedback One of Your 5-A-Day

Every e-commerce professional tracks traffic and counts orders once a day, but rarely (if ever) checks customer feedback daily, weekly, or even monthly. Let’s look at some reasons for this, and why regular customer feedback will benefit your business.

Reasons we have heard for not taking regular customer feedback included: “not standard business practice”, “it’s extra workload”, “how will it benefit?” and “just too difficult”.

Here is what every e-commerce manager needs to know about daily feedback:

1. It’s becoming the norm. World-class companies DO survey EVERY transaction for customer feedback. To mention a few: Sony, Philips, Canon, Avis, Hertz, eBay and many more. Feedback is an essential part of their daily business routine with comments distributed around the organisation. Also there IS an Industry Standard Methodology for measuring loyalty: the Net Promoter Score® - a simple, one-number approach, as understandable as page-views or profit.
   
2. It’s not extra workload. If a customer complains in a survey, you would likely have to deal with that customer issue anyway (so it’s not additional workload, just time-shifted forward). More usually an unhappy customer will silently defect and never return. Unless you ask customers, you may never know how much business you are losing.
3. It’s free consulting. Customer suggestions can help shape your business. We have seen examples where customer feedback helped merchandising give instant additional sales, and comments on manuals and packaging delivered cost-savings. In addition, positive comments can be used as testimonials on your site, which  helps reassure future customers.
4. It’s simple to implement. You can start a feedback project with a simple online survey tool and do it manually (actually, we started that way by doing monthly reports), but due to time lag we highly recommend that you automate it. Products like CustomerGauge have plug-ins for major e-commerce systems that automatically survey customers.

If you are still hesitant, here are some other points to consider:

Responding fast is impressive: When was the last time you had a response to a comment you made? You can transform customer experiences by responding quickly to feedback. Some large companies we deal with read and react to customer comments within 24 hours. That can turn the most hardened complainer into a delighted evangelist for a business.

Customer Focus: As a result of measuring, these same companies have become more customer oriented. Staff are bonused on Net Promoter Score, and welcome the feedback that customers give in order to improve service.

Give Us This Day Our Daily Feedback

Our customer feedback solution is CustomerGauge: a simple plug-in to your e-commerce site, paid monthly on subscription. All the hard work of integration and setting it up is handled by us. We arrange the emails, surveys (in different languages), automatic sending and reporting in real time. We deliver daily and weekly feedback to your staff by email. You can use positive comments and publish them on site as testimonials, which increase conversions significantly. CustomerGauge also helps keep your promises to customers: track open and closed customer issues with built-in workflow. And identify your most valuable returning customers with our real-time reporting.

In summary, Customer Feedback can become one of your essential Daily Metrics, tracked like your other Key Performance Indicators. You can receive it on a daily basis in your mailbox, and use metrics to check improvement. It is the business transformation you are looking for this year.

Join us today on our Campaign for Daily Customer Feedback and benefit from a January 2010 CustomerGauge offer: Free 30-day trial on your e-commerce website*

*Sign up by 31 Jan 2010. Terms and conditions apply, ask for details.

Net Promoter News: Chimps go bananas for 69, Bonobos ape over 74, PuroClean fix up 93, TSS account for 94

December 2009 Net Promoter® Score News Digest

DIY-Massmailer MailChimp, announced their Net Promoter Score of 69 in their newsletter. They had 4000 responses to their question “Would you recommend MailChimp to a friend?”. (Source).

Continuing in the simian theme, men’s apparelster Bonobos were proud to announce their 74 NPS, by working on word-of mouth marketing. CEO Dunn is targeting 90. Source: CEO Blog and comment.

Net Promoter Ski-ore: Vail-based SkiButlers score 89 (source: VisitVail),  Whistler resort has an eye on customer satisfaction, up 6 NPS points (source: PiqueNews) .

GameStop Corporation, World’s Largest games’n'ents seller with 6200 outlets report “very high customer satisfaction metrics indicated by our record net promoter score results”. Sadly no number given, so we don’t know their High Score.  (Source: Q3 2009 Earnings Call – SeekingAlpha)

A & G Insurance Services: Managing director of Australia’s A & G Insurance, Michael Weston, says his company’s direct-to-market brand, Budget Direct, has “… a high net promoter score”. However, he chooses not to share it. Shame! (Source SMH)

Mixer-tap and bath maker Grohe optimised customer service (i.e. cut back on 25% of “unproductive” customer contact) by tracking effect of number of sales calls on Net Promoter Score according to Bain research in Harvard Business Review. NPS maxed at three visits, so not worth doing more. Results of improving customer experience by 10 % increases revenue by 7%. (Source $ Dec 01, 2009, HBR, Closing Customer Feedback Loop)

B2b News:

Coinstar: Cash-machine corp CoinStar get to “North of 80”. Their RedBox brand pays out NPS 83. Source – Q3 2009 Earnings Call, Seeking Alpha and preso

Proving every cloud has a silver lining, 911-chaser PuroClean set up 89 new franchises, hit $90m of emergency service and score “highest customer experience in industry” with 93 NPS (source, self puffer)

Cherry-picker hirer NES Rentals get to top of the tree with all time high of 80 NPS – best of three quarters in a row. (Source: Self-puffer)

Workforce managers GMT take on Net Promoter methodology and have an initial score of 47. Kudos of GMT for publishing score and some details of how calculated (although getting your own client support organization to collect the answers might sway some of the values) (Source: Self Puffer)

Hi-Tech News

Tennessee Software Solutions (TSS), bean-counting softer (Quickbooks etc) was recognized by Sage as a Top Performer in their 2009 Customer Loyalty Project. In 2008, score 87 (average of Sage partners was 49). In 2009, TSS have hit NPS 94. (Source: Self-puffer)

Virus-stopper Symantec talking about NPS. CEO Salem: “We’ve seen improving Net Promoter Scores [...] we believe that this is a positive leading indicator for our business [...] We continue to use the Net Promoter Score feedback to deliver differentiated and improved experiences for our customers and partners” (source: SeekingAlpha) and “We established three key metrics embodied in something called a Victory Plan and then communicated this to the employees, with the indication that it would be the means to how we measure our success. These three items are the Net Promoter Score, essentially how we measure customer loyalty; market share; and employee loyalty and satisfaction.” (Source: CIO Digest). Also some details on Employee Net Promoter Score (ENPS): “The one-question survey asks ‘Overall, how likely are you to recommend Symantec to a friend or colleague as a place to work?’” Source: Symantec

Qlikview, a Biz-Intel softer with unpronounceable name quoted “QlikView achieved a Net Promoter Score (NPS) of 48, a new world record for the software industry.” Note to their PR people: If in the Guinness Book, we’d like to see details, please (source: ITWeb and self-puff)

HCL, India-based IT services company were apparently ranked by Gartner as highest pure-play IT service provider among global 211 Manufacturing Industries on Net Promoter Score”. However, we tried to track down Gartner source, but to no avail, so not verified.  (Source: Results Preso)

And finally… Point Of Reference claim 100. In the category of “too good to be true?” comes testimonial management outfit Point of Reference with a 100 Net Promoter Score. They asked “How likely is it that you would recommend Point of Reference to a friend or colleague?”. No details of how many people responded or methodology. So apparently no one gave them a score of less than 9. Likely? You decide. (Source: self-puffer)

Real-Time Customer Comments via Twitter

With Google Real-Time Search launching today, we thought it appropriate to show off the CustomerGauge Real-Time Customer Comment Feed, which works via Twitter. Ideal for customer-focused companies that like to rapidly react to feedback and issues.

It started when a client asked: “Could we put a desktop widget on the bosses desk, so that every time a new comment comes in it pops up?”. Actually we’d been thinking about this for a while, trying to find the right component.

Now we have a solution that’s super easy and flexible: we integrated CustomerGauge with Twitter. As soon as a customer makes a comment, an API connection to Twitter is made and a “Tweet” sent – and you get a real-time feed on your favourite device (PC, mobile phone etc). It is customisable, so you can filter on comments – examples: “Score 9 + 10 comments for call center staff” or “Detractors commenting in Manchester with ‘reception’ keyword”. The feed can be public (if you are proud of what your customers are saying) or private so it’s secure for selected subscribers. A link takes you to the full comment and customer details.

We would be happy to give you more details, by tweet (@adamdorrell) or old-fashioned phoning. Contact us for details.

Adding/Importing Venues to DemonstratorGauge

Single Venue

Adding a new venue to DemonstratorGauge is simple. Please check first that the venue you want to add is not already on the list. Go to Settings > Add/modify Venues. Fill in details – make sure you add Postcode. Select a Retail Chain to aid reporting.

Importing

If you have a long list of venues to add (50+), we are able to “bulk upload” the data. Please ensure all fields are correctly filled in (postcode, retail chain, Venue Name). Please contact us so we can arrange it.

You can download the DemonstratorGauge Venue Import excel template: Examplevenues.

Note that you can get a list of venues using the API – demonstratorgauge-data-download

A note about adding venues

It’s important that the venue list is as clean as possible, with no duplicates to confuse demonstrators. Before adding a venue, please check whether is already stored. We can modify venues, and merge them, but we are not able to delete venues as they are used for multiple purposes.

API: DemonstratorGauge Data Download

API Documentation – DemonstatorGauge Data Download 4 December 2009 – v0.1

What this API does:

SUMMARY: The objective is to provide the correct ID numbers for Demonstrators, Products and Venues in the DemonstratorGauge field marketing system. Using an HTML request, a remote call can be made to the DemonstratorGauge database to retrieve a list of:

• Demonstrators
• Products
• Venues

It is designed to be used in conjunction with the API: DemonstratorGauge Event Upload

Detail:

A correctly formed HTTP request will deliver a file in CSV format of fields from the tables containing demonstrators, products and venues.

Restrictions:

• You are restricted to 100 API calls (total) per day.
• You can only retrieve Venue data for your specified Country
• You can only retrieve Person data for your specified Agency AND country
• You need a valid API key – please request one from API@directness.net

Using the API

To get a list of venues in your country:

http://www.d1-gauge.com/canon/API/GetInfo.php?key=xxxxxxxxx&type=Venue

To get a list of products:

http://www.d1-gauge.com/canon/API/GetInfo.php?key=xxxxxxxxx&type=Product

To get a list of persons/demonstrators for your Agency Name:

http://www.d1-gauge.com/canon/API/GetInfo.php?key=xxxxxxxxx&type=Person

NB Replace xxxxxxxx with your API key.

Example Output WIth Person List (restricted to Agency Name)

Example Output with Venue List (restricted to Country)

Example Output with Product List

Example with PHP

<?

// DemonstatorGauge Data Download 4 December 2009 - v0.1

url = "http://www.d1-gauge.com/canon/API/GetInfo.php?key=xxxxxxxxx&type=Product";

// replace xxxxxxxxx with your API key

// type=Product

// type=Venue

// type=Person

$ch = curl_init();

curl_setopt($ch, CURLOPT_URL, $url);

curl_setopt($ch, CURLOPT_BINARYTRANSFER, 1);

curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);

curl_setopt($ch, CURLOPT_SSL_VERIFYHOST, 0);

curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, 0);

$result = curl_exec($ch);

curl_close($ch);

print $result;

?>

Validation

A CSV (Comma Separated Variable) file can be downloaded.

Error messages:

API Key expired - please ask for a new key
API key not valid - please request key with your API 
Support

Please send comments to API@directness.net

Demonstrators get Cool interface to view a wall of Images

New feature on our field marketing measurement solution DemonstratorGauge: A wall of photos to allow browsing, searching and downloading. It uses an excellent plug-in from Cool-Iris which looks rather like the fancy photo-manipulation you see Tom Cruise doing in the movie Minority Report.

After logging in, you have a super-easy way of looking through the photos collected by field agents. We have it set up to show the last 30 days of photos, which currently displays around 2000 images. No extra software is needed, but the small download from Cool-Iris gives a slightly better user experience.

If you wish to collect images from marketing activities from thousands of agents in multi-country locations, DemonstratorGauge is the natural choice. Enjoy this 90-second demo here (and for iphone users it’s also on YouTube).

API: DemonstratorGauge Event Upload

API Documentation – DemonstatorGauge Event Upload 8 December 2009 – v0.2

What this API does:

SUMMARY: Using a cURL command in a PHP file hosted on your server, you can upload multiple event information into DemonstratorGauge from a prepared XML file also hosted on your server.

Detail:

In the file clientCanon.php a cURL command uploads the XML file eventsCanon.xml to the DemonstratorGauge server.

The XML file can contain multiple events. Each event contains information on user, event, date etc. Up to 4 photos can be added. Any number of products sold or featured can be added.

Note: You must be able to enter correct IDs for the following:

• Demonstrator
• Venue
• Product

These can be retrieved from DemonstratorGauge as a user or using the API DemonstratorGauge Data Download

At this stage we do not have an API to add users or venues. These must be done manually in the system. Canon maintain the list of products manually – requests for products to be added must go to Canon.

Using the API

To use the API, upload clientCanon.php and eventsCanon.xml to your server. You will need a valid key. Requirements: PHP 5.

Insert the required information in the XML file. Then run client.php to call and upload the XML file.

On a successful upload, the system will return “X records  uploaded”

Validation

Successful upload: Upon completion, the page will display two download links:

DGResultList.csv -- Displays the successfully uploaded records today
DGErrorList.csv -- Displays the error(s) that occurred.

Typical result:

Validation – contents of successful report:

Error messages:

error1: Key Invalid
error2: API key needs renewing - out of date - please contact API@directness.net to reset
error3: Duplicate record(s) detected
error4: Product ID(s) is unrecognizable
error5: Venue ID(s) is unrecognizable
error6: record(s) has  Invalid Event Date
error7: record(s) has invalid PersonID

Error Notes:

• error3: Duplicate record detected: If demonstratorID AND venueID AND eventDate match a previously uploaded event (for 1 event)
• error5: VenueID will be invalid if system can NOT find VenueID in the database, or system can find VenueID in the database but Venue address dows not belong to Agency’s country.
• error6: Invalid Event Date: Date of event is in the future  ( EventDate > today) or incorrectly formatted

Example of Error result:

XML and contents:

Event details

	Mandatory?
<EventActivity> </EventActivity>		Place all event details inside these tags. Allows you to upload multiple events at one time.
<DemonstratorID>	Yes	Integer: The ID of the Demonstrator e.g. ‘10112’ (Adam J Dorrell) Source: Person Table. Agents can add themselves.
<VenueID>	Yes	Integer: ID of venue. E.g. ‘8290’ (Dixons Travel Heathrow Terminal 5) Source: Venue Table. Agents can add Venues.
<VenueCountry>	Yes	Two letter code: eg ‘DE’, ‘UK’
<SingleProductGroup>	Yes	Focus of the event. Text. Choose ONE from Video Compact Cameras Compact Photo Printers Inkjet PrintersMF Inkjet PrintersSF Digital SLR Other Laser DesktopColourFlatbedScanner Video Inkjet Consumables Scanner Digital SLR
<EventDate>	Yes	Date of event in YYYY-MM-DD
<NumberOfHours>	No	Decimal: Number of hours spent on site. Eg ‘3.5’ (3 hours 30 minutes)
<NumberOfContacts>	No	Integer: Number of contacts made on site, eg ‘34’
<Comments>	No	Free text description of what happened on site. Example: ‘Super Promo. Super Angebote: Cashback und 500D für 899, mit 18-200mm für 1319.-‘ Limit 1024 characters
<Photo1URL>	No	URL. The system will retrieve the photo from a remote system. Example ‘http://images-1.redbubble.net/img/art/size:large/view:main/1072108-2-vermont-autumn.jpg’ Please no larger than 4Mb. We resize to 1600×1600 (max) so higher resolution not needed.
<Photo1Caption>	No	Text describing photo: Example ‘Canon Booklet Info Display’ Limit 255 characters
<Photo2URL> <Photo3URL> <Photo4URL>	No	As Photo1. You can add up to 4 photos.
<Photo2Caption> <Photo3Caption> <Photo4Caption>	No	As <Photo1Caption>. You can add up to 4 captions.
<UploadRef>	No	Text. You can add your own event reference. Eg “Agent444, Event56”. 40chars.

Product section – you can add up to 100 product items focused per event

	Mandatory?
<ProductDetails> </ProductDetails>		You can add Products focused in this section
<ProductID>	Yes	Integer. Unique iD of product. Eg ‘47’ (Selphy ES1). Source: Product Table. This table maintained by Canon.
<NumberOfSales>	Yes	Integer: Number of units sold of this product. Eg ‘23’
<FocusProduct>	No	String. Was this product “focused” on the day? Example ‘Yes’. Choose from ‘Yes’ or NULL

Data: XML formatting Example

<EventActivityArray>

<EventActivity   xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<DemonstratorID   xsi:type="xsd:integer">9</DemonstratorID>
<VenueID   xsi:type="xsd:integer" >120</VenueID>
<EventDate   xsi:type="xsd:string" >2009-10-01</EventDate>

<EventDetails>

<NumberOfHours   xsi:type="xsd:decimal" >3.5</NumberOfHours>

<NumberOfContacts   xsi:type="xsd:integer" >5</NumberOfContacts>

<Comments   xsi:type="xsd:string" >The event was very busy</Comments>

<SingleProductGroup  xsi:type="xsd:string">Video</SingleProductGroup>

<Photo1URL xsi:type="xsd:string" >images/1072108-2-vermont-autumn.jpg</Photo1URL>

<Photo1Caption   xsi:type="xsd:string" >Autumn</Photo1Caption>

<Photo2URL   xsi:type="xsd:string" ></Photo2URL>

<Photo2Caption   xsi:type="xsd:string" ></Photo2Caption>

<Photo3URL   xsi:type="xsd:string" ></Photo3URL>

<Photo3Caption   xsi:type="xsd:string" ></Photo3Caption>

<Photo4URL   xsi:type="xsd:string" ></Photo4URL>

<Photo4Caption   xsi:type="xsd:string" ></Photo4Caption>

</EventDetails>

   <ProductDetails>

      <Product>

         <ProductID   xsi:type="xsd:integer" >5</ProductID>

         <NumberOfSales   xsi:type="xsd:integer" >6</NumberOfSales>

         <FocusProduct   xsi:type="xsd:string" >Yes</FocusProduct>

      </Product>

      <Product>

         <ProductID   xsi:type="xsd:integer" >7</ProductID>

         <NumberOfSales   xsi:type="xsd:integer" >6</NumberOfSales>

         <FocusProduct   xsi:type="xsd:string" >Yes</FocusProduct>

      </Product>

   </ProductDetails>

</EventActivity>
</EventActivityArray>

PHP: clientCanon.php

<?php
$requestPath = "eventsCanon.xml";
// Calls the file name containing the data
$url = "http://www.d1-gauge.com/canon/API/my_server.php?key=a1";  
// fake key - obviously!

$request = file_get_contents($requestPath);

$ch = curl_init();
curl_setopt($ch, CURLOPT_URL, $url);
curl_setopt($ch, CURLOPT_POSTFIELDS, $request);
// what to post
curl_setopt($ch, CURLOPT_BINARYTRANSFER, 1);
curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
curl_setopt($ch, CURLOPT_SSL_VERIFYHOST, 0);
curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, 0);
$result = curl_exec($ch);
curl_close($ch);

print $result;
?>

Files:

Download the files here:

DemonstratorGaugeUploadAPIv1-0.zip

Support

Please send comments to API@directness.net

Loyalty Spectrum Analyzer: A New Visualisation for b2b Surveys with Net Promoter Score

So what did Newton know about loyalty? 340 years ago Sir Isaac Newton demonstrated that white light was made up of a rainbow of colours by using a prism. What’s more, he astounded onlookers by showed the spectrum could be recombined back in to white light again, via a second prism. It was no mere party trick – it was the start of our modern understanding of light.

Refracting customer loyalty.

The December 2009 Business-Business (b2b) release of CustomerGauge takes the principle of Newton’s prism to split customer loyalty scores (based on Net Promoter Score®) into their component parts. We call this our Loyalty Spectrum Analyzer.

Using these new reports, it is possible to analyse the scores of each segment, and see the comments and results by each individual customer. Hovering over the image shows the customer comment, and a click allows you to drill down into details. Downloads are provided for each segement (or the entire dataset).

You can also analyse the Net Promoter Score of customer companies in the data with the Organisation report. The score of each company is shown, and again, a mouse-hover over the image shows comments and number of responses. A click shows organisation details and full downloads are provided.

Why is this useful? You can pinpoint problem areas at a glance – for example see the companies that need “rescuing”, or immediately see the reasons behind a low score for customers in “purchasing” roles.

It’s easier to see how it works in this short video (2’30). Also on YouTube for iPhone users

• Filter by “flight” (a batch of surveys)
• Reporting on Net Promoter Score by Organisation and Individuals
• Response percentage reporting by individuals and companies
• Tools to boost response and combat email filters: reminders, multi-point survey sending, survey link for completion by IM or telephone
• Email management: pre-email checks, and unsubscribe
• Root-cause analysis reports

Next steps