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Storytelling tips for health and science media8th August 2024
In today’s rapidly evolving media landscape, the ability of communications and PR professionals to effectively engage with health and science…
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NPS is a metric that requires just one question to be answered – ‘How likely on a scale of 0-10 are you to recommend company/product X to a colleague or a friend?’ The answer to this simple question can be profound. It separates customers of a product or a service into three groups who are divided by one thing – the difference between the expectations they had of the product/service before using it and the experience they had after using it.
When expectations are missed you create a detractor – or someone who will make negative recommendations. When expectations are met you create what Reichheld calls a passive – someone who does not feel strongly enough to recommend either positively or negatively. When expectations are exceeded you create a promoter – or somebody who will make positive recommendations.
The Net Promoter Score is calculated by subtracting the percentage of customers who are detractors from the percentage who are promoters. Passives are ignored because what you are creating is your recommendability Balance Sheet – the bottom line of your ability to create advocates. It’s common sense then to deduce that a company that has significantly more promoters than detractors will perform better than one with the reverse position.
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News
Storytelling tips for health and science media8th August 2024
In today’s rapidly evolving media landscape, the ability of communications and PR professionals to effectively engage with health and science…
Read moreNews
What’s Next for Tech? UK 2024 General Election Technology Pledges and Policies26th June 2024
What Can Tech Expect? With the General Election on 4 July, we’ve collated the key policy pledges from the UK’s…
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Taking the superficial out of artificial…6th June 2024
From Insight to Impact ‘Artificial Intelligence’ (AI) is increasingly complex, fast-moving, broad and very often controversial. Inaccurate data, copyright…
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