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Session1D

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Saved by PBworks
on July 21, 2007 at 11:19:55 am

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?"

Score Breakdown

0-6 - Detractors

7-8 - Passives

9-10 - Promoters

Net Promoter Score = P - D

Promoters minus Detractors

(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