In doing so, we become what many in the customer experience and loyalty industry refer to as 'detractors
' of the company--and detractors
are very bad for business.
In the research being released today, ForeSee found that NPS overstates detractors
by 299% on average for the 100 largest brands in the U.
spend lags the average customer by only $158, their negative word-of-mouth behavior represents a significant hidden cost and net drain on future revenue," said Nowinski.
E[acute accent]The Net Promoter Score(TM) (NPS) of a company is calculated by taking the percentage of customers who are promoters (P) and subtracting the percentage who are detractors
(D), based on their response to the 'Ultimate Question:' "How likely is it that you would recommend this company to a friend or a colleague?
Let us all beware of detractors
and spoilers, he added.
When compared with detractors
, promoters (those who are the most likely to recommend) are five times as likely to repurchase from companies, almost six times as likely to forgive companies if they make a mistake, and almost eight times as likely to try new offerings from companies.
ForeSee's extensive research found that NPS overstates detractors
by 270 percent on average because it doesn't distinguish between positive and negative word-of-mouth.
Based on their responses, customers are categorized into one of three groups: Promoters (9-10 rating), Passives (7-8 rating), and Detractors
Both sides agreed on continuation of such bilateral interactions to enhance bilateral border coordination and reduce space for detractors
The central bank of Russia, Bank Rossii, has defended itself against detractors
who had criticised the bank for choking credit with high borrowing costs.
CDATA[ Many of Israelas detractors
on the left argue that Israelas democracy is in a state of decline.
com quizzes are unique in that they offer four-layer randomization: 1) the questions included, 2) the order of the questions, 3) the detractors
included for each question, and 4) the order of the detractors
for each question.
By subtracting the number of detractors
from the number of promoters, Satmetrix then calculated a 'net promoter' score, a crude but effective measure of loyalty that an independent study by the London School of Economics (LSE) in 2005 found "may be useful not only in predicting sales growth but also predicting share performance and employee productivity".
SIR - I have come to the conclusion that the detractors
of renewable energy, whether that be by turbine, barrage or any other means, will be one day living in some sort of plastic domes, still with their heads in the sand, in specific areas of natural beauty dotted around Wales while the rest of us will be gasping our lungs out surrounded by power stations fuelled with coal and oil, until the lights go out.
6m, there was an absolute furore among his detractors