Word of Mouth
In our fiscal year that ended on September 30, we had thousands of customer survey responses to the following “ultimate question:”
How likely are you to recommend Kronos to a colleague or business associate?
Please use a 0-10 scale where 0 represents “not at all likely” and 10 represents “extremely likely.”
For those of you scoring at home, a little equation based on these results is your Net Promoter Score:
NPS = % of promoters (9’s and 10’s) – % of detractors (0 through 6)
7’s and 8’s are considered “passive” and are not used in the NPS calculation.
Our NPS is good, and it’s something we constantly measure and work to improve upon, but it doesn’t give you a complete story. Words do. Along with the 0-10 score, we also ask our customers to add commentary for their score. It’s a ton of unstructured, “big data,” and I’m looking for better ways to mine it, but this week I used good old Excel to manually pull out the works and phrases most commonly used by our promoters. Then I used the very cool Wordle to create this visual of them:
I guess being friendly and easy does make one popular…