Many of you would be familiar with Net Promoter Score, a management tool to measure customer loyalty or more specifically, a measure of how likely you are to recommend a product or service that you use to friends and colleagues.
RSG's Enterprise Collaboration and Social Sofware (ECSS) Industry Survey 2014 (download summary report here) collected rich data on customer satisfaction about the products they use. We are using this data to derive Net Promoter Scores for key products that we evaluate in our ECSS market research stream.
Essentially, customers are divided into three categories:
- Promoters - who are very happy with the product and will recommend it to others
- Detractors - who are very dissatisfied and dissuade others from using a product
- Passives - who are neutral about their experience and neither promote nor demote
The NPS score can range from -100 (all customers hate the product) to +100 (all customers love the product). Here is a preview of the Net Promoter Scores of a few enterprise collaboration software products (for more detailed analysis, consult our research).
Figure 1: Net Promoter Score for Atlassian, Drupal, Google Apps and IBM Connections based on RSG's 2014 Customer Survey. (Click image to enlarge).
In tomorrow's webinar ( Feb 25, 12:00 TO 12:30 EST), I'll be discussing key market trends as well as the Net Promoter Scores for 10 collaboration and social software products. Here is the registration link for the webinar - I hope you will join me there.