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Net Promoter Camp Training
- 1. D A T A Action Results E X C E L L E N C E Net Promoter Camp Training
- 4. Net-Promoter Methodology Delighting Participants and Enhancing Loyalty
- 12. Scoring
- 13. Example Response Ratings rating % responded 9-10s: 71% 7-8s: 26% 0-6s: 3% Net –Promoter Score: 68% Just averaging the ratings, results in a 9.1
- 15. 2 Dimensions of Loyalty
- 18. More than Satisfaction ... Loyalty & Growth
- 19. Companies with world class loyalty
- 21. Discovering Key Drivers Super Promoters
- 26. Gathering Data D A T A
- 31. Top Priority
- 38. Customer Segmentation Systematically categorize customers into promoters, passives and detractors for each key customer segment What are some ways that you would want to segment your data to better understand groups of participants
- 39. Profitability / NPS Grid Profitability High Low Detractors Passives Promoters Low NPS High Missionaries Agnostics Insurgents Angels Angel Candidates Detainees
- 40. Cross Tabulations Staff at camp have facilitated my child making friends Strongly agree NPS 77.9% Somewhat disagree NPS 66.2%
- 41. Cross Tabulations You received the communications you needed since the beginning of camp? Strongly agree NPS 67.5% Strongly disagree NPS 53.3%
- 47. Questions
Editor's Notes
- Pick out one of your favorite companies.
- Enterprise does a variation on the theme but very similar.
- The Ultimate Question “How likely would you be to recommend camp to a friend or family member or neighbor ? Scale of 0-10. Why?
- Research actually studied behavior that followed people’s rating
- Repurchase - retention Buy additional line - sign up for fee services, day camp - return for additional sessions
- Makeup of Promoters, Passives & Detractors Passives, although not factored in the equation, are very important group. Verbatim feedback provides information on which you can act. Promoters provide constructive criticism
- Not just measuring satisfaction – measuring loyalty and is a predictor of growth Remember, it’s a 200 point scale (-100 to 100)
- The heart part is how we compete with other newer, shinier camps
- The idea is to move people across this continuum Most defectors are actually satisfied
- Customers must be satisfied before being willing to recommend Who are your Super Promoters
- Sometimes folks are trapped or feel trapped
- Southwest’s campaign on no fees for first bag second bag
- These become additional questions for the survey