NetPromoScore

NetPromoScore is a metric used in marketing and customer relationship management to gauge the likelihood of a customer recommending a product or service to others. It is a variation of the Net Promoter Score (NPS) but specifically focuses on the promotional activities that influence customer advocacy. The core of NetPromoScore lies in asking customers a direct question: "Based on our recent promotional efforts, how likely are you to recommend us to a friend or colleague?"

Customers are typically asked to rate their likelihood on a scale of 0 to 10, where 0 represents "not at all likely" and 10 represents "extremely likely." Based on their responses, customers are categorized into three groups: Promoters (scores of 9-10), Passives (scores of 7-8), and Detractors (scores of 0-6). The NetPromoScore is calculated by subtracting the percentage of Detractors from the percentage of Promoters. A positive score indicates more Promoters than Detractors, suggesting that promotional activities are effectively driving positive word-of-mouth.

This metric is valuable for businesses seeking to understand the impact of their marketing campaigns and promotional offers on customer loyalty and advocacy. By analyzing NetPromoScore, companies can identify which promotional strategies are most effective and which may need adjustment. It helps in refining marketing messages, targeting specific customer segments, and ultimately fostering a stronger base of brand advocates. The focus on promotional efforts distinguishes it from standard NPS, offering a more targeted view of campaign effectiveness.