CHECKMARKET NPS WEBINAR

START AT 3PM CET

NET PROMOTER SCORE

THAT IS THE QUESTION

Introduction

CheckMarket is a company specializedin enterprise survey solutions

Alexander Dobronte Managing partner and co-founder of CheckMarket Member of ESOMAR Board of directors of Febelmar

How to calculate NPS?

RESPONDENTS DIVIDED IN 3 CATEGORIES

How to calculate NPS?

Promoters respondents giving a positive

score

(9 or 10)

Passivesrespondents giving a neutral

score

(7 or 8)

Detractorsrespondents giving a negative

score (between 0 and 6)

Why is it popular?

Customer LoyaltyMetric

Comparable over time and

industries

Easy Interpretable

Customer Satisfaction

Score

Indication of the growth potential of

your company or productOne

singlequestion

developed in 2003 by Fred Reichheld of

Bain & Company in collaboration

with Satmetrix

Simple metric for everyone in your organization

Deceptively simple for respondents

Goes beyond the classic 'overall satisfaction'

question

When someone recommends you, they risk their

reputation

Why use NPS?

Some critical remarks

The model is too

simple.

Inaccurately measures customer behavior

No visible difference in % Promoters and %

Detractors in final score

Non-customers

are not included

There is no distinction between the

scores 0 and 6Value of a recommendati

on differsUsain Bolt vs. John

Doe

Cultural differences

Average Highest

What is a ‘good’ NPS?

The NPS is a number between -100 and +100.

the average firm sputters along at an NPS of only +5 to +10

the highest performing ones are situated between

+50 and +80

Average Highest

What is a ‘good’ NPS?

The NPS is a number between -100 and +100.

Cultural differences influenceyour Net Promoter Score

How to improve NPS?

INSIGHTS INTO CALCULATION

Passives do not count in score

Harder to make a passive a promoter

Easier and better to convert a detractor to

a passive

Create your own baseline

Measure continuously

Get everybody in your organization

involved

How to improve NPS?

Commit to NPS as a goal for your business

Get feedback to all levels

Display NPS scores on dashboards

Internal benchmarking

Gamified approach

Bonus based on score?

How to get everybody in your organization involved?

Power of the customer

Controlling the marketing message is important and getting harder

Everyone can publish and share

Detractors can hurt you

Detractors share more, a lot more

React fast to prevent negative sharing

Add open questions that probe the

underlying reasons behind the low score

Get notifications for low scores in real time

to the right people

Translate that feedback into actions Correct common complaints in a continuous process

Contact detractors quickly with an offer

How to reduce detractors?

Promoters can help you

Promoters are ambassadors and valuable

Group promoters in a community

Stimulate promoters to share

How to set up your automated NPS workflow?

THE 4 STAGES OF NPS

WHAT STAGE ARE YOU IN?

Stage 1

Stage 2

Stage 3

Stage 4

Keys to stage 4

Lots of data streamsBusiness Intelligence SAP Microsoft Dynamics Hadoop

Early churn detection & preventionWin back at-risk-customersSurvey as input or outputUse your promoters!

Do it with CheckMarket

We have a vast experience in NPS research

Our experts can help you set up your NPS program

We have a fully developed tool that can…

measure NPS continuously

organize and automate the follow-up

display NPS dashboards with real-time results

integrate with your internal applications (API)

Conclusion

Get everyone in your organization involved

Create your own baseline

Automate your workflow

Track improvements

Watch customer satisfaction and loyalty rise

More info at checkmarket.com

Read the full story

Try a sample survey

Look at sample NPS survey results(password: NPScore)

Create your own free NPS survey

About CheckMarket

CheckMarket is a company specializedin enterprise survey solutions

www.CheckMarket.com

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