Comments on: Net Promoter Score is not a customer metric http://nxteramarketing.com/2007/10/31/net-promoter-score-is-not-a-customer-metric/ Elana Anderson's musings, ideas, and -- sometimes -- random thoughts about data-driven marketing. Thu, 10 Sep 2009 21:52:15 +0000 http://wordpress.com/ hourly 1 By: Elana Anderson http://nxteramarketing.com/2007/10/31/net-promoter-score-is-not-a-customer-metric/#comment-30 Elana Anderson Thu, 08 Nov 2007 14:58:20 +0000 http://nxteramarketing.com/2007/10/31/net-promoter-score-is-not-a-customer-metric/#comment-30 Deborah - Thanks for commenting. Titles can be effective attention grabbers:-) Your input on this issue is important. I've just heard way too many people talking about NPS as a "the one" lately. Deborah – Thanks for commenting. Titles can be effective attention grabbers:-) Your input on this issue is important. I’ve just heard way too many people talking about NPS as a “the one” lately.

]]> By: Deborah Eastman http://nxteramarketing.com/2007/10/31/net-promoter-score-is-not-a-customer-metric/#comment-28 Deborah Eastman Tue, 06 Nov 2007 19:54:02 +0000 http://nxteramarketing.com/2007/10/31/net-promoter-score-is-not-a-customer-metric/#comment-28 Elana, While I don't agree with your title, your content is absolutely right on. NPS is a metric of customer loyalty & advocacy. This is important to understanding your customers likelihood to continue to buy and their impact on Word of Mouth (WOM). From that prospective I believe it is a "customer metric". However, I agree it's not the only metric. At Satmetrix we often combine NPS measurement with driver analysis to understand the levers for improving your NPS. We also believe strongly in combining loyalty data with financial data to understand the impact of loyalty on your revenue growth. An example can be found here: http://www.satmetrix.com/solutions/retain_accounts.htm As the marketing executive here at Satmetrix, our NPS is one of the measures in my overall scorecard, not the only one. Best, Deborah Eastman CMO Satmetrix Elana,

While I don’t agree with your title, your content is absolutely right on. NPS is a metric of customer loyalty & advocacy. This is important to understanding your customers likelihood to continue to buy and their impact on Word of Mouth (WOM). From that prospective I believe it is a “customer metric”.

However, I agree it’s not the only metric. At Satmetrix we often combine NPS measurement with driver analysis to understand the levers for improving your NPS. We also believe strongly in combining loyalty data with financial data to understand the impact of loyalty on your revenue growth. An example can be found here: http://www.satmetrix.com/solutions/retain_accounts.htm

As the marketing executive here at Satmetrix, our NPS is one of the measures in my overall scorecard, not the only one.

Best,
Deborah Eastman
CMO
Satmetrix

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