Customers or Advocates
Satisfied customers are good for business, customer advocates are even better for business.
Satisfied customers are good for business, customer advocates are even better for business.
One way of determinig the the ratio of advocates that a business has is via the Net Promoter Score (NPS) method.
The NPS is a point in time metric that measures what proportion of surveyed customers would be willing to promote (or advocate) the business or product.
Like all methodologies NPS has it strengths and weaknesses and its advocates and detractors, but we believe that when applied with rigour and used on longitudinal basis NPS can be a valuable business metric.
As with most business tools, it is not just about the metric but how one responds to it.
The NPS is a point in time metric that measures what proportion of surveyed customers would be willing to promote (or advocate) the business or product.
Like all methodologies NPS has it strengths and weaknesses and its advocates and detractors, but we believe that when applied with rigour and used on longitudinal basis NPS can be a valuable business metric.
As with most business tools, it is not just about the metric but how one responds to it.
