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Beyond Net Promoter Score to Customer Engagement Evergage
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Beyond Net Promoter Score to Customer Engagement Evergage

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If you have an online business, you want to understand how your users are engaging with your business, so that you can better serve them and sell to them. You can assess customer engagement in two …

If you have an online business, you want to understand how your users are engaging with your business, so that you can better serve them and sell to them. You can assess customer engagement in two ways: - By what a person says - By what a person does Customer Engagement Scoring is focused on what each customer does. This presentation compares it to Net Promoter Score and shows how they complement one another.

Published in: Technology, Business

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  • 1. Beyond  Net  Promoter  Score  to Customer  Engagement  Score
  • 2. CONFIDENTIAL Use cases analyzedFlow for Support, Help, Doc You can understand customer engagement By what a customer says By what a customer does Measure these as two separate but complementary scores
  • 3. CONFIDENTIAL Measure what people say In Surveys In Social Media
  • 4. CONFIDENTIAL Measure what people do Across Visits, Actions, Business Metrics using Apptegic’s Customer Engagement Score
  • 5. CONFIDENTIAL Measure what people do over time
  • 6. CONFIDENTIAL Net Promoter Score Customer Engagement Score Measures Accuracy Sampling Coverage What a person says What a person does Qualitative Quantitative Occasional Continual Small % rate 100% coverage NPS and CES compared
  • 7. CONFIDENTIAL Combine evaluation of NPS and CES to gain insight
  • 8. Score  Customer  Engagement   www.apptegic.com

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