NetLoyalty

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It pays to recognise the importance of recommendation and referral in business growth.

Creating more loyal customers who recommend your company and your products is the number one goal of all successful businesses. Having loyal customers decreases the cost of acquiring new customers, which increases profitability.

The problem with traditional customer satisfaction surveys is that response rates can be low and responses unreliable. That's because such surveys are typically lengthy and demand a lot of time and attention. What's more, dissatisfied customers are unlikely to respond, leading to sample bias with results which are unreliable and often not actionable.

The solution

Frame your research by asking just one question which can easily and continuously measure customer loyalty:

"How likely is it that you will recommend (Company or Product X) to a colleague or friend?"

Measure the response on a scale of 0 to 10 (where 0 is ‘Not at all likely’ and 10 is ‘Extremely likely’).

Interpreting responses

9-10 These are your "Promoters" who will promote you every chance they get.

7-8 These are your "Passively Satisfied" customers – they need to become 9s or 10s!

0-6 These are your "Detractors", pretty unsatisfied with you and most likely to leave you for a competing product or service while often and actively saying negative things.

To get your NetLoyalty Number you take the percentage of 9s and 10s and subtract the percentage of 0s to 6s.

With our NetLoyalty module in eNgageSpace you can do all this easily and automatically:

• Create that core question in an attractive layout - personalised and branded, as often as you require.
• Manage the emailing of survey URLs, each unique to targeted individuals!
• Allow participants to complete the question - tick the box!
• Track responses and re-mail non-respondees.
• Analyse and categorise responses into the three key groups above
• Calculate your NetLoyalty Number – the ONE number you need to grow.
• Export individuals' details to groups within the eNgageSpace Consultation Management System, enabling further consultations, surveys and dialogues to be undertaken to understand and fulfil customer needs.
• Record the details of the whole process so you can report and manage.