Net Promoter. Net Promoter is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.[1] Overview[edit] "Net Promoter Score" is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. It was introduced by Reichheld in his 2003 Harvard Business Review article "One Number You Need to Grow".[2] NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer.
NPS is based on a direct question: How likely are you to recommend our company/product/service to your friends and colleagues? Additional questions can be included to assist with understanding the perception of various products, services,and lines of business. Criticism of NPS[edit] See also[edit] Net Promoter Score Defined.
If you are a good marketer you've heard of the Net Promoter Score (NPS). If you are a very good one, you know what your NPS is. If you have no idea what I am talking about, read the definition at the bottom, and then meet me at paragraph two. NPS is a rather bold little calculation. Its inventor, Fred Reichheld (pictured above), argues that a single question and its resulting score is the only metric you need to measure satisfaction. He also claims a correlation between a high NPS and future revenue growth. And the metric has taken off. Online forums have sprung up, full of managers keen to discuss it.
The first is market research firms, which make their money from long-winded analyses of the market that are so complex they require lots of researchers to explain the findings to befuddled clients. Clearly, one number that your mother-in-law could compute is a direct threat to market researchers and their business. Who is right? Net Promoter Score definition: Courtesy of Marketing Magazine. Using Net Promoter Score to Measure Social Media Effectiveness. In our previous post, Social Media – Replacing ROI, we took a first look at replacing ROI as the be-all, end-all metric for social media. In this post, we take a look at Net Promoter Score as a social media metric. Using Net Promoter Score® According to netpromoter.com: Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business.
Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld’s book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. NPS is based on the value of a single customer to an organization. NPS divides online contributors into three categories by asking simply: How likely is it that you would recommend [organization] to a friend or colleague? According to Wikipedia: [2] See the previous posts What is Social Media?
[2] Wikipedia: bit.ly/bGFS3R Like this: Satmetrix crée le Social NPS. La "Net Promoter Company" Satmetrix sort la technologie SparkScore et un site gratuit www.spark-score.com qui mesure l'évolution de la qualité de l'expérience client des marques sur les médias sociaux. En se connectant sur ce portail, les entreprises peuvent suivre, chaque semaine, leur propre Social NPS et le comparer à celui de leurs concurrents.
Cette évaluation s'appuie sur le Social Net Promoter Score. Pour le calculer, Satmetrix utilise une technologie qui collecte les commentaires émis sur les principaux médias sociaux (Facebook, Twitter, LinkedIn, YouTube, forums de discussions et forums clients, etc.). Le module SparkScore Engine analyse, classe et mesure ensuite les commentaires grâce à la méthodologie Net Promoter selon le rapport Promoteurs, Détracteurs et Neutres. Témoignage de Jacques Bouleau, Customer Experience Manager chez Orange Business Services. Pierre Morgat, professeur vacataire à l’ESSEC et consultant pour Proxem, a interviewé Jacques Bouleau, Customer Experience Manager chez Orange Business Services.
Nous vous livrons ici en exclusivité le contenu de cet interview. Pierre Morgat : Quelques mots pour présenter Orange Business Services et votre mission ? Jacques Bouleau : Orange est le leader mondial de la fourniture de solutions de communication aux entreprises via la marque Orange Business Services. Notre mission consiste à accompagner nos clients Entreprise dans leur développement business, en France et à l’international. En l’occurrence, je suis chargé de mesurer la perception de nos clients et de l’améliorer. Je pratique donc le Customer Experience Management. PM : Qui sont vos clients ? Les entreprises ont besoin d’un accompagnement dans la durée, d’une relation de confiance, basée sur la loyauté.
PM : Quelle est votre conception de la Relation Clients ? PM : Souhaitez-vous apprécier les sentiments des Clients ? Le Net Promoter Score. NPS Net Promoter Score | CheckMarket. Le Net Promoter ScoreSM (NPS®) s’agit d’un outil simple mais puissant pour mesurer la satisfaction client avec une seule question, pour ainsi obtenir une indication du potentiel de croissance de votre entreprise ou de votre produit. Jetons un coup d’œil au concept NPS. Qu’est ce que le Net Promoter Score ? Le Net Promoter Score est un indicateur de fidélité client développé en 2003 par le consultant Fred Reichheld de Bain & Company en collaboration avec l’entreprise Satmetrix. L’objectif était de déterminer un score uniforme et facilement interprétable pour la satisfaction client qui peut être comparé au fil du temps ou entre différentes industries.
Le NPS évalue dans quelle mesure le répondant recommande une certaine société, produit ou service à ses amis, ses proches ou ses collègues. L’idée est simple: si vous aimez utiliser un produit ou faire des affaires avec une entreprise particulière, vous voulez bien partager cette expérience avec des autres. Calcul Application Conclusion. Customer Effort Score.