Overtone - Social Media Monitoring and Measurement

Net Promoter Score® - The What and Why

Developed by Satmetrix, Bain & Company, and Fred Reichheld, Net Promoter Score has been embraced by companies worldwide as the standard for measuring and improving customer loyalty. Net Promoter Score is based upon a single survey question, "How likely is it that you would recommend our company to a friend or colleague on a scale of zero to ten – ten being most likely?" Seen as both a loyalty metric and a discipline for using customer feedback to fuel corporate growth, Net Promoter holds companies and employees accountable for how they treat customers.

Overtone’s OpenMic helps companies to go one step further by helping them to identify the key drivers behind their Net Promoter Score and to quickly develop an action plan to address customers' needs. OpenMic provides the very best approach to understanding the "why " behind the Net Promoter Score, to assessing individual loyalty, and to enabling quick resolution of potential issues closer to the time of interaction.

Learn What Differentiates a Promoter from a Detractor in your Net Promoter Score? Overtone analytics clearly explain, in your customers’ own words, the specific aspects of their experience with your products or services that cause them to be promoters or detractors. Feedback is coded into categories that are correlated to Net Promoter segments. For example, you might learn that promoters love your tech support but that detractors are alienated by pricing.

This is valuable new information you can ---

Respond in Real-Time to Improve Retention. Even with thousands or millions of customers, you don't have to wait for periodic reports to trigger action and in the right context to make your customers happy. OpenMic analyzes every Net Promoter Score response and comment in real-time and can immediately trigger a response to your call center for follow up, respond directly to the customer with a personalized offer, or route a specific Net Promoter Score response to an individual or group.

Receive Early Warning Alerts for Emerging Trends. OpenMic is always scanning, calculating, and analyzing emerging topics of concern from your customers. Should our system see that there is a rising issue that can impact Net Promoter Score, it will send you an alert. Examples might include a product quality or service issue in need of immediate attention or a new product release from a competitor.

Identify and Track Changes in Tone, Most Critically, with Unsatisfied Promoters. Is there a negative tone trend in your promoters? If so, Overtone will identify the trend and explain changing customer sentiment before it impacts your business.

These are improvements to your Net Promoter Score program that are easy to implement and will help you to gain additional customer insights to directly tie to your initiatives for driving a higher NPS score.

Click here to arrange a personalized demonstration of the OpenMic integrated listening suite.

*Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.