We offer the industry’s only 100% loyalty-based, Net Promoter® survey system, with all survey elements designed to help increase loyalty. These include: Likelihood to Recommend, Likelihood to Return, Level of Fun, and several Emotional Loyalty questions; Net Promoter scoring of all attributes; all performance ratings broken down by Promoters, Passives and Detractors; and Detractor reasons.
FOR THOSE WHO ARE TRULY SERIOUS ABOUT GUEST LOYALTY
WHY WE FOCUS ON LOYALTY
While popular for decades, satisfaction surveys have failed to meet the needs and expectations of corporate America and other organizations. Unlike satisfaction, loyalty is proven to drive business performance.
Created in 2003, the Likelihood to Recommend Net Promoter Score® has become the universal measure of loyalty, the proven driver of higher visits, revenue, profits and market share. While satisfaction is necessary for loyalty, it is not sufficient, and adding only a Likelihood to Recommend question to a satisfaction survey does not make it a loyalty survey.
Promoters build your business, while Detractors harm your business. Promoters visit, recommend, write more positive reviews and spend more per visit than do Passives, and Passives do so more than Detractors. For these reasons, higher revenue and profits result from increasing the number and percentage of Promoters and decreasing the number and percentage of Detractors. The higher the Net Promoter Score, the greater the revenues and profits.
Tracking these metrics by loyalty category is critical to calculating an ROI of your guest experience program.