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Session1D

Page history last edited by PBworks 16 years, 11 months ago

Loyalty Economies and the Net Promoter Score

Denise Wymore

 

 

Satisfaction?! Credit Unions are Errands... how do you measure someone's satisfaction with an errand? Additionally, satisfaction is subjective and not a unit measurement.

 

Satisfaction Indexes of 1 to 5 are flawed.

 

 

Loyalty Economics, as talked about in Ultimate Question by Fred Reichheld...

 

 

The main question in Net Promoter Scores is "On a scale of 0-10, how likely are you to recommend your product to a friend, and family members?" (a snazzy quantitive question)

This is followed by a qualitative question of "Why?" This is about reputation, and should be managed much more than once a year. Preferably *monthly*.

 

 

Score Breakdown

0-6 - Detractors

7-8 - Passives

9-10 - Promoters

 

Net Promoter Score = P - D

 

Promoters minus Detractors - (are these sums of scores of counts of categories)?

 

 

(Who made this quiche?! - Looking for a label so they can get it or suggest it is a mark of a promoter)

 

"Organizations don't have Values, People do."

 

"Show me what you measure, and I'll show you what you value..."

 

 

Value         ->    Culture                    ->    Action             ->    Reputation

Values        ->    Measure/Manage     ->    What you do   ->    What you are known for

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