In recent years, the Net Advocacy concept (also known as the Net Promoter®* score)
has gained a lot of recognition for its effectiveness and accuracy in predicting a company's growth potential. Some have gone as far as to claim that results from the one question "How likely would you be to recommend (e.g.) ABC's products to a colleague" are all that is needed in a customer research programme.
At Survey Solutions, we generally recommend that the Net Advocacy question is included in customer satisfaction/loyalty surveys. This key question can be the basis of a very short interview on its own, or form part of a more detailed, diagnostic interview covering a range of important product or service attributes.
We offer three alternative approaches to Net Advocacy surveys:
- Solo NetAd (Level 1) - a 3 minute interview focused around the Net Advocacy question, and little else
- Diagnostic NetAd (Level 2) - Level 1 plus additional questions that require customers to rate various aspects of service/product
- Key Driver NetAd (Level 3) - Level 2 plus a detailed correlation analysis to identify the aspects of service/product that have most influence on the Net Advocacy Score
* Net Promoter is a trademark of Satmetrix Ltd.
Whatever level of Net Advocacy survey you choose, it is vital that results are deployed to front line Operations Management rapidly, so that improvement can be timely and focused. We can provide highly granular reports down to team and individual levels where necessary, whilst also providing focused and highly credible reports and presentations for your Boardroom. |
