It looks like we may be involved in a 'bottom-up' NPS project shortly and this has set me to refreshing my working knowledge of Net Promoter Scores, customer satisfaction measurement and Customer Experience Management (CEM).
The pioneering authors of SERVQUAL have turned their attention to online shopping service quality and the result is a measurement instrument that we think has 'legs'; E-S-QUAL
"The level of engagement with our online Burger Club has surprised us. Members and, in particular, our advocates have proved to be a source of consumer insight that we hope to develop further."
Jim Wilson,
National Marketing Director
Hungry Jacks Australia
"Resonate provided us with a website and online community that positioned us as being open and transparent with our customers. And that is exactly what we are."
Mark Holcombe,
Chairman,
Newmarket Livestock
"Resonate has provided us with strategic thought, execution methodology, and the necessary skills for us to launch our online community."
Richard Umbers,
General Manager - Customer Engagement,
Woolworths Limited
"Resonate's Online Advisory Panel gave us new insights about Melbourne FC members... and an evidence-based approach to marketing."
Jennifer Watt,
General Manager,
Marketing & Communications,
Melbourne Football Club
Is there a connection between NPS and SERVQUAL?