NET PROMOTER SCORES
The 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 MAPS
A 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 VULNERABILITY
Vulnerability maps help to show a company's perceived value and determine where a customer might go in the event they left their current supplier.
SUPPLIER PERFORMANCE vs INDUSTRY AVERAGES
Show, by percent, the difference between a company's ratings and the industry averages. This helps to provide scale the areas where a company doing the best and worst in select fields or overall.
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