July 22, 2014
Schaaf-PartnerCentric just completed a survey among its affiliate publishing partners, asking a range of questions to gauge satisfaction with the affiliate program management agency’s services. Affiliates gave Schaaf-PartnerCentric a Net Promoter Score of 73.3%.
The Net Promoter Score is used to gauge customer loyalty and satisfaction. To put Schaaf-PartnerCentric’s score into perspective, any score higher than 50 is considered strong. NPS leaders include Apple laptop (76), Amazon (69), Southwest Airlines (66).
The Net Promoter Score is determined by asking “How likely are you to recommend Schaaf-PartnerCentric to a friend or colleague.” Answers are given on a scale of 1 to 10 with 1 being least likely and 10 being most likely.
Based on the answer to that question, customers fall into one of three categories: Promoters, Passives, and Detractors. Promoters, those whose answer fell between 9 and 10) are your loyal customers. Passives, those whose answers fell between 7 and 8) are satisfied but unenthusiastic customers. Detractors, those whose scores fell between 0 and 6) are unhappy customers who might leave and who can damage your brand through negative comments.
Schaaf-PartnerCentric had no detractors.
One respondent wrote, “The Schaaf-PartnerCentric teams does a great job participating in promos, keeping us informed about offers or things that we should know about in the industry.”
To calculate your Net Promoter Score, take the percentage of customers who are Promoters and subtract the percentage who are Detractors. As an example, let’s say you receive 100 responses to your Net Promoter Score survey. Of these, 70 respondents are promoters, 20 are passives and 10 are detractors. Calculate the percentages: 80% are promoters, 20% are passives and 10% are detractors. Subtract detractors (10%) from promoters (80%) and you get your Net Promoter Score, which is 70.
“We feel it’s very important to get regular feedback from clients and affiliates to ensure we’re delivering everything they expect and need to be successful,” said Julie Ávila, Director of Affiliate Management at Schaaf-PartnerCentric. “We received great feedback and will be acting on the suggestions and ideas our affiliate partners shared with us.”
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