A new research report by CM site coordinator Justin Kirby and the LSE/LRCG’s Dr. Alain Samson was published in Admap today and can be downloaded for free for a limited time. The report reveals how UK companies are using customer advocacy metrics, and ways in which users can be improved.
The research involved meetings with more than 60 senior marketing, research and strategy staff in major UK businesses, discussing the pros and cons of customer loyalty metric the Net Promoter® Score (NPS). It investigates why and how brands are using the NPS, where it falls down, what other customer advocacy metrics they employ, where they think these metrics are heading and other insight direct from the coalface.
You can download and read the report here.
(Reproduced with permission of Admap. © Copyright Admap.)