Net Promoter Score (NPS) methodology has become a very popular measure of customer opinion about a product or a brand. Many companies use quarterly or monthly survey campaigns to gage the score. It is not easy to engage a statistically representative number of customers to produce viable scores, and the cost may quickly become prohibitive. Our tool monitors NPS on-demand without the use of surveys.
When asked, whether or not consumers would recommend a product, their typical response is to replay their experience(s) with the product/company in their minds, then decide to recommend or not, based on those memories.
These experiences are precisely the same “raw material” that is available in oniine customer reviews. Our software does the last piece of translating stories and experiences into a score. It is taking common language and translating it into a scale of how strongly the “author” feels about the subject - either positively or negatively.
Because our software “mines” the source customer reviews, it offers insights into why the score is what it is. Moreover, because we draw from publicly-available reviews, it is straightforward to calculate the NPS of your competition and compare to yours - something that is nearly impossible to do via a survey.
NPS, Net Promoter and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc, Barn & Company and Fred Reichheld.