A blue banner with the words "What is Net Promoter Score" overlayed a black and white photo of a white man's hands on the steering wheel of a car.

What is Net Promoter Score®?

The most common avenues for people to discover a new business are through personal recommendations and online reviews. Where personal recommendations fall short, online reviews can allow you to see hundreds of personal recommendations at once. But who has time to sift through a hundred reviews? In 2003, Fred Reichfield and Bain & Company created NPS® in order to efficiently measure consumer satisfaction of a business en masse. To put it simply, NPS® measures customer experience and predicts business growth. It also combines the detail and credibility of reviews with personal recommendations. This score is a core metric used by most customer experience management programs.

NPS® is calculated from a formula based on the answers to one straightforward question, “How likely are you to recommend *insert business name here* to your friends, family, or colleagues?”. Customers answer the question using a 0-10 scale, with ten being the most likely to recommend. Sometimes, there will be a text box under this question asking the customer to explain why they gave that rating to give a little more insight into the rating. Based on their scores, the customers get categorized into three groups: Promoters, Passives, and Detractors.

Promoters are those customers who scored 9-10. These are your loyal enthusiasts who will keep coming back and refer others to your business.

Passives are those who scored a 7-8. They are customers who are satisfied with their experience but have no issue switching to a competitor under the right circumstances.

Detractors are those who scored a 0-6. These are your unhappy customers who do not recommend your business, and they will most likely not be back.

The formula to calculate NPS® is %promoters – %detractors = Net Promoter Score®.

Net Promoter Score® formula. A 0-10 scale with 0-6 labeled as Detractor, 7-8 labeled as Passive, and 9-10 labeled as Promoter. Formula is %Promoters - %Detractors = NPS® (Net Promoter Score®)

Why use NPS®

If measuring your customer experience and predicting growth isn’t enough to make you want to jump on the NPS® train, maybe how easy it is to use and implement it will. It’s just one question asking, “How likely are you to recommend *insert business name here* to your friends, family, or colleagues?” It’s easy for your customers to answer but provides so much value to your business. The rating system helps you understand your customers, allowing you to focus on how to help each group. Some NPS® questions will have a text box for customers to explain why they left the score they did. It doesn’t get any easier than this.

How do I start collecting NPS® for my business? Glad you asked. SureCritic surveys include NPS® scores. We’ll do the asking and the calculating for you, so you don’t have to. Amazing, right? All you’ll have to do is send a review request to your customers, and we’ll take it from there. Our state-of-the-art dashboard will track and display your scores, and our listings will show off your score for prospective clients to see.

Graphs showing a business's Net Promoter Score® and their Net Promoter Score Distribution®.

Understand your Net Promoter Score and redeem your detractors with ReScore so you can build a better business. Schedule your free demo today.

AAA Partnership Announcement

SureCritic is very excited to announce that we are now AAA’s preferred supplier for customer feedback and online reputation management. We will be providing AAA Clubs and their Approved Auto Repair Facilities with state-of-the-art technology to help them manage and improve their customer’s experience. 

Transparency is vital in today’s world. Customers read reviews and research repair shops when deciding who will deliver the best customer experience and service. With our advanced technology, SureCritic enables the repair facilities to gather verified feedback from customers and offer full-scale support. If an issue does arise, businesses can resolve the concern and initiate ReScore™, which increases customer loyalty and provides an opportunity for a direct connection to the customer.  

AAA Approved Auto Repair Facilities can use SureCritic’s tools to:

  • Build their online reputation with a Premium listing on surecritic.com
  • Generate more verified reviews on important sites like Google or Facebook
  • Utilize SureCritic’s ReScore™ to initiate concern resolution and improve brand loyalty
  • Improve their local Search Engine Optimization (SEO) for local search results
  • Increase their bottom line with more customer traffic
  • Seamlessly integrate between a private survey to a public review
  • Engage customers and increase brand trust 

This partnership provides AAA Clubs and Approved Auto Repair facilities access to SureCritic’s platform. They can take full advantage of everything SureCritic has to offer, which includes our survey platform, our concern resolution technology (ReScore™), and reputation management. The Approved Auto Repair facilities will be able to obtain customer feedback, improve their online reputation, and increase customer retention and foot traffic. 

“Like AAA, SureCritic understands that great customer satisfaction is a key component of long term customer loyalty and running a successful business,” said Bob Huffman, Director of Automotive Preferred Supplier Programs at AAA National. “A clear win-win, our relationship will provide AAA Clubs and Approved Auto Repair facilities with the tools necessary to meet and exceed customer expectations when servicing their vehicles.”

SureCritic is excited and humbled for this opportunity and partnership with AAA!

If you’re a current AAA Approved Auto Repair facility and would like to learn more about this offering and exclusive pricing, contact us here learn.surecritic.com/aaanat-learnmore

Blog Series: SureCritic’s Brand New Client Experience​​​​​​​ Part 3

In our last blog post, we talked about our flexible survey platform and how businesses can customize it to fit their needs and branding. In our final blog of this series, we will be talking about ways to identify areas of advancement with a new interactive tool.

As we mentioned in our previous blogs, it’s difficult to see how your organization is doing at-a-glance when your data is in different locations or when your data sets include information that you don’t need. How can admins measure, compare and rank their company’s improvement when the data is disorganized? Users must have the ability to assemble and rearrange the data they need to utilize both on and off the screen.

With SureCritic’s custom scorecards, you can identify high impact areas of opportunity in your organization in an easy to read format. Retailers have the ability to choose what data to show on the scorecard with the interactive online portal or easily download to pdf. Identify which locations are excelling through conditional formatting and color coding. From there, users can share the custom branded scorecard with managers to help keep track of KPIs and measure improvement where it counts the most.

To learn more about the other features Enterprise CX has to offer, contact us today! If you are a current customer, take the new features for a spin by clicking on the “Try new dashboard” button in your dashboard!

Blog Series: SureCritic’s Brand New Client Experience​​​​​​​ Part 2

Welcome to part two of our blog series! Last week we went over our configurable dashboard feature and how custom views can save you time. Today, we will be discussing the importance of retailer customization throughout the entire customer experience.

Much to a retailer’s dismay, survey question options are typically made from preselected drag and drop questions. Admins don’t get to customize these questions, they just have to choose from a selection of predetermined questions to create their survey. Some question options do not get the feedback retailer’s need to gather from their customers. The surveys may be branded to your organization or they’re branded with the survey company’s logo. Don’t you want to be able to customize the questions you ask customers and have the survey be branded for your company? At SureCritic, we believe that you should be able to configure your survey so it fits your organization’s specific needs.

SureCritic’s flexible survey platform allows retailers to customize their own surveys down to the last detail. Retailers get to choose the question types and even have the option to write their own questions. Our platform also allows for your company’s branding to be a continuation of your customer’s experience with the ease of implementation. That’s right, we’ll use your organization’s font, colors, logo, and any images that you want to match your standards. SureCritic’s flexible survey platforms helps merit the customer experience by enforcing the importance of retailer branding.

Stay tuned for part three of our blog series that will dive into our brand new custom scorecards! If you’re already a customer, just click the “Try New Dashboard” button in your account to give it a whirl! If you are not a customer and want to try out our new dashboard, contact us now!

Blog Series: SureCritic’s Brand New Client Experience Part 1

With the recent release of enhancements to SureCritic’s Enterprise CX platform, we will go over how your organization can benefit from a few of the new features! This blog will be focusing on our easy-to-use, configurable dashboard that suits the needs of your organization at every level! 

Retailers often complain that their data sets come with additional data points or fluff that is not relevant to the organization’s goals. To pull a report and prepare for a manager, it can take unnecessary time to organize and sift through. Wouldn’t it be great to assemble all your data and feedback into one convenient location? SureCritic provides admins with the capability to do just that. All your data that you need, all in one place.

SureCritic’s new configurable dashboard will allow you to choose which stats and data (KPIs) you want to look at on your dashboard. See the data you want to see, not what someone else decided that you should see. Retailers can customize their dashboard to fit their organization’s needs. Use your SureCritic generated feedback to create stats-driven dashboard tiles, bring in 3rd party data to create tiles or combine the two and create compelling, multi-factor KPIs. Have all the data that you care about in one place. With SureCritic’s configurable dashboard, you’ll never have to deal with unrelated dashboard data again.

Keep an eye out for the next blog in our series where we will cover how our new flexible survey platform is a continuation of the customer experience! Go ahead and contact us to try SureCritic out today. If you’re already a customer, click on the “Try new dashboard” button in your dashboard to switch to this new and improved experience!

Announcing: SureCritic’s Brand New Client Experience

SureCritic is launching an all new client experience, with a major upgrade to our Enterprise CX platform! This launch gives customers a new, configurable dashboard with KPI benchmarking, and more! These features will assist admins in getting fast, actionable information through all phases of the customer lifecycle. New features include:

  • Flexible survey platform
  • Configurable dashboard
  • Custom scorecards for retailers, regions and national
  • Further KPI benchmarking options
  • Bi-Directional data integration
  • Fully Responsive design admin experience
  • And more…

With its sleek, new design, it’s effortless for users to see how their company’s reputation is doing at-a-glance. Enterprise CX offers a customizable dashboard so you can adjust and track the KPIs that are important to your company at the office or on any mobile device.

Keep a look out for our upcoming blog series that will dive into our new features and how they benefit your business!

Try Enterprise CX by scheduling a demo here. Current customers can click the “Try new Dashboard” button on their dashboard to test it out today!

What are you doing for Word-of-Mouth Marketing?

You probably have heard the term word-of-mouth marketing (WOMM) many times. It gets thrown around every so often. Word-of-mouth marketing is exactly what it sounds like. It is people talking about your company to their friends, family, coworkers, and people online. Recently, online reviews have become important to WOMM. In fact, 92% of people trust recommendations from their peers– including reviews read online.

Your business needs reviews. Reviews have become a new form of personal recommendations. People read reviews so they know if they want to support a business or not. Having recent reviews is the most helpful for people to get an idea of what to expect from your business. Consumers are more likely to trust a business that has more recent reviews than one that doesn’t have that many. 

97% of consumers research products and businesses before buying from them. They rely on reviews to tell them if it’s worth spending money at your business. The more people you have talking about your business, the more people will be interested in purchasing from you. In order to maintain a positive customer experience and your online reputation, ensure you manage your reviews and show your dedication by responding to any concerns your customers may have. 

To top off having more reviews than your competitors, take it one step further with SureCritic’s verified reviews, so your potential customers know that the reviews you’re reading are trustworthy. It is vital for your WOMM strategy to include verified reviews. Studies have shown that 25% of online reviews are fake, serving as an important reminder that every business must protect themselves and their reputation. 

Help out your word-of-mouth marketing by having verified reviews! Sign up for a demo here!