In recent years, the Net Advocacy concept 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 satisfaction/loyalty research programme.
At Survey Solutions, we always recommend that the Net Advocacy question is included
in a customer survey programme. 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 (NetAd) surveys:
- Solo NetAd (Level 1) - a 3 minute interview focused around
the Net Advocacy Score 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
SWIFT Reports
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.
Through our web portal we can deploy reports and data as they come in, for
viewing anywhere in the world. We call them SWIFT reports because they are! |
