I happened to see another company touting their “NetPromoter Score” which is something I’ve never seen before, so I did a bit of research and found the primary developer of the concept is a company called SatMetrix. It’s a solid concept and one I will consider more as I discuss strategy with clients.
NPS is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend [Company X] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through its customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate your company’s Net Promoter Score (NPS), take the percentage of customers who are Promoters and subtract the percentage who are Detractors.
This news validates everything we are doing with our new company, because we are offering a powerful integrated web platform with CMS, Marketing, Email, CRM, Shopping Cart, and much more with outsourced marketing services, management services, and sales and support. Clients can choose what they want from beginning to end.
In this
day and age, everyone who owns a company has a website, right? Surprisingly, less than half of small business owners have an independent website representing their business, according to a recent Warrillow study. Amidst all the discussion and appeal of social networks and iPhones, it’s easy to miss the fact that most business owners have not yet established a basic presence on the internet.
Hiring a 5th employee appears to be the tipping point for a small business owner creating a website; website ownership for businesses with 5-99 employees approaches 70%. Small businesses with one to four employees are evenly split on the factor, while only one-third of sole proprietors have a website for their business.
![Reblog this post [with Zemanta]](http://img.zemanta.com/reblog_e.png?x-id=fcc97eee-a757-48e1-9ceb-bd18dae164ca)
