You’ve probably already heard of the Net Promoter Score (NPS), a metric based on the simple question, “How likely are your customers to recommend your company to their friends and families?” It’s helped companies determine how they’re doing through their customers’ eyes for years.
But where does NPS fit in with social media? According to Laura Brooks, Satmetrix’s VP of Innovation and Strategy and co-inventor of the Net Promoter Score Methodology, that’s where the SparkScore comes in.
In her presentation at SocialMedia.org’s Brands-Only Summit, Laura explains the idea behind SparkScore, the social media version of the Net Promoter Score. She talks about how SparkScore turns word of mouth metrics collected from social listening into actionable information.
You’ll also learn:
- How to pinpoint why social media fans stick around
- How the SparkScore was developed
- Why it’s not just about social listening
Watch Laura’s full presentation in the video below.
SparkScore (The Social Net Promoter Score): A methodology for measuring social customer loyalty, presented by Laura Brooks from SocialMedia.org on Vimeo.
Download her slides here or check out the live blog coverage here.
