NPS Provides Proactive Measurement of Customer Loyalty and Endorsement
SSI became a licensed Net Promoter Score service provider, enabling companies to survey 17 million panelists in order to measure customer loyalty and gather insights to improve long-term customer relationships. Net Promoter Score, used by companies since its introduction in 2003, measures the loyalty that exists between a brand and its customer base.
“NPS has been the gold standard for companies looking to assess brand loyalty. While these same companies have done a good job of tracking their own Net Promoter Scores over time, many aren’t tracking the score movement of their competition. There are other advantages of running NPS with SSI panelists such as correcting for response bias. Because brands can bias research by asking questions directly, there is a value proposition for having a third party administer the questionnaires. A study of a brand’s customers based on respondents in their own database could produce different scores than those same brand’s customers from the SSI panel due to numerous factors. SSI can provide a whole new view on NPS,” Andy Jolls, Chief Marketing Officer, SSI said.
NPS methodology typically asks a singular question: Would you recommend this product or service to someone else? Respondents can answer on a scale of 0 to 10, with 0 being ‘not at all likely’ and 10 being ‘extremely likely’. The resulting score ranges from negative 100 to positive 100 and is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS proactively benchmarks the loyalty of a company’s customers over time, and the system is used globally as a key performance indicator in companies of all sizes.
Celebrating 40 years in business, SSI is the premier global provider of data solutions and technology for consumer and business-to-business survey research. SSI reaches participants in 90+ sample countries via internet, telephone, mobile/wireless and mixed-access offerings. SSI staff operates from 40 offices and remote staff in over 20 countries, offering sample, data collection, CATI, questionnaire design consultation, programming and hosting, online custom reporting and data processing. SSI’s employees serve more than 3,500 customers worldwide.