When you want your organization to grow, make sure your customers (including listeners and donors) become evangelists for your brand. That means your customer is ready and enthusiastic about recommending you to their friends.
Consumer brands like Costco, Starbucks, Apple and Microsoft ask customers if they would be likely to recommend the brand to their friends. With some relatively simple calculation, you can see the Net Promoter Score. Net Promoter Scores (NPS) span almost all products, services and brands. The NPS can range from -100 to +100.
In the chart below, you’ll see recent rankings of major brands plus another key Net Promoter Score: Christian Radio. (It’s true Christian radio’s listeners see their radio station far better than Apple customers see their go-to computer brand.)
The Net Promoter Score also gives a path for future improvement. Following the recommendation question, researchers ask why the respondent rated the brand that way. Developing a strategy to implement respondent suggestions can help propel your brand.
So we tried it, too
Recently, Advocace asked our clients the relevant NPS question. Best of all, we discovered ways we can be better for our clients—and we’re already making improvements. Our goal is to make a big jump up in next year’s NPS.
Do you know what your listeners and donors think of your brand?
Let talk more about how your station can grow from knowing what your customers think about your brand—and putting their suggestions into action. Just ask for a free coaching call >>