Savvy's Resolute Adventures

Zappos' Net Promoter Score

After studying Zappos, is it little wonder that their Net Promoter Score (NPS) is among the highest I have seen in my years of following The Ultimate Question:

Email surveys: 83%

Phone surveys: 90%

What is your NPS? Savvy Marketing Group can help you track this key metric.

How to learn from "Detractors"?

Identify the detractors from your research.  Assign individual(s) to follow up to probe further for key insights.  Meet as team to discuss ways to improve.

Ask what it would take for them to become a promoter!

 

We design actionable research Savvy Marketing Group.

 

How to gather NPS data?

Use email methodologies since research shows negative feedback is

easier to give online than face to face or by phone. Go through a

third party so that your promise of confidentiality is more credible.

 

One client "sought truth, not comfort"

Another considers "feedback is a gift" 

 

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What feedback have you gained lately?

 

We love gathering actionable data  Savvy Marketing Group.

How to win Promoters?

Two things have to happen before customers make a personal referral:

 

They must believe that the firm offers superior value (rational).

 

They must also feel good about that relationship (emotional). 

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Engage the customer’s head and heart.

 

 We can help you win nore promoters Savvy Marketing Group.

What is considered a highly efficient "growth engine"?

Analysis shows that, on average, increasing the Net Promoter Score

(NPS) by a dozen points versus competitors can double a company's

growth rate.

 

Companies with the most efficient growth engines - Amazon.com, eBay,

and Southwest Airlines operate at efficiency rates of ~ 50-80%. 

 

The average firm only rates 5 - 10%.

 

How does your efficiency rate?

 

 

We can help improve your efficiency Savvy Marketing Group.

How to calculate Net Promoter Score (NPS)?

Using a scale of 1-10 for responses to ultimate question,

 

P - D = NPS

 

Promoters are those who respond to the ultimate question: 9 or 10
Promoters are loyal enthusiasts who continue to purchase from the company and serve as evangelists

 

Detractors are those who respond 0 - 6

Detractors are unhappy customers who feel caught in a bad situation.

 

What do you think Reicheld's extensive research revealed as to how leading and typical companies stacked up on this measurement?

 

 

Learn how we rate About Savvy Marketing Group.

Why ask "The Ultimate Question"?

I am a fan of Fred Reichheld's  book The Ultimate Question.  Not because I was assigned to be on one of his Bain case teams over two decades ago, but because the answer to this question yields a good metric, that can be easily measured and benchmarked on regular intervals. 

 

"How likely is it that you would recommend this company to a friend or colleague?"

 

Have a goal for annual improvement and a plan to get there. Remember "if you fail to plan, you plan to fail"

 

Learn how we rate About Savvy Marketing Group.