[cluxford]

Big businesses are using a method called Net Promoter Score or NPS lots of stuff out there on the web about it. I use it with many of my clients as the customer experience is becoming a massive differentiator and profit generator when many companies sell the same thing or near enough to it

NPS basically asks "would you recommend x company to friends or family" you score out of 0 to 10. 10 being absolutely without question. 0 being not a snowflakes chance in hell. NPS is then a formula that says


How to Calculate Your Score

NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend [Company X] to a friend or colleague? — you can track these groups and get a clear measure of your company's performance through its customers' eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
To calculate your company's Net Promoter Score (NPS), take the percentage of customers who are Promoters and subtract the percentage who are Detractors.


NPS is % of promoters minus % of detractors

You'd be surprised how many companies have a negative NPS

This would be an easy exercise for us to set up on here. Set up a vendor NPS section and simply allow people to select a score from 0 to 10. To prevent abuse maybe limit people to 3 scores per vendor. Such they can score multiple transactions or if they want to do more than 3 due to more transactions they have to PM a mod to get permission

Now this is simply a rating system but allows 3 categories of feedback that can be equally compared across vendors

The follow on question which could be optional is "why". That is why did you score the way you scored. And maybe this needs mod vetting before it's published to prevent bashing...your call

But I think as a simple start an NPS approach is a simple but effective rating system that could be easily implemented he