NET PROMOTER SCORESThe Net Promoter Score is a widely used
industry benchmark and is based on the
question “How likely would you be to recommend this company (or product)
to a friend or colleague” using a scale of 0 to 10
with 10 being highly likely. The Net Promoter Scoreis calculated by subtracting the percentage
of Promoters (ratings of 9 or 10) from the
percentage of Detractors (ratings of 6 or lower).
The Net Promoter Score is a good benchmark
to track and monitor customer loyalty.
VALUE MAPSA visual of the relative competitive positioning of each supplier. Supplier performance is plotted on the X-axis and supplier pricing is plotted on the Y-axis. The “fair value line” is shown diagonally across the Value Map and its slope reflects the relative weights customers place on costs and benefits.
CUSTOMER VULNERABILITYVulnerability maps help to show a company's perceived value and determine where a customer might go in the event they left their current supplier.