Net Promoter Score was introduced by Fred Reichheld of Bain & Company to promote management with a simple measurement for long term profitability.
Detractions aside, NPS represents a useful, if not simplistic, way to measure what your customers think about your brand.
Ask any young customer "would you recommend this brand to a friend?"
For every 100 customer, how many would recommend your brand? That's the essence of NPS.
The results are revealing. Mobile companies consistently rank poorly against more favoured brands (Apple etc) although within mobile net promoter scores, certain brands (Orange and O2 for example) favour well.
Strengths of NPS:
1) Provides a simple gauge for measuring performance
2) Focuses management on what youth rather than the organization wants (eg social utility)
3) Gears strategy towards trust and loyalty-based tactics
Weaknesses
1) Often seen as too simple
2) Doubts remain as to the connection between long term profitability and NPS values
Technorati Tags: net promoter score, net promoter, nps, mobile youth, youth marketing, loyaly, churn
Detractions aside, NPS represents a useful, if not simplistic, way to measure what your customers think about your brand.
What do you think of net promoter score? join the conversation with Graham Brown on Twitter
Ask any young customer "would you recommend this brand to a friend?"
For every 100 customer, how many would recommend your brand? That's the essence of NPS.
The results are revealing. Mobile companies consistently rank poorly against more favoured brands (Apple etc) although within mobile net promoter scores, certain brands (Orange and O2 for example) favour well.
Strengths of NPS:
1) Provides a simple gauge for measuring performance
2) Focuses management on what youth rather than the organization wants (eg social utility)
3) Gears strategy towards trust and loyalty-based tactics
Weaknesses
1) Often seen as too simple
2) Doubts remain as to the connection between long term profitability and NPS values
Technorati Tags: net promoter score, net promoter, nps, mobile youth, youth marketing, loyaly, churn
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