https://wearesocial.com/uk/blog/2013/03 ... oter-score
https://www.semanticscholar.org/paper/S ... c277c88cd2
Of course, we don’t want to “kill” the good old NPS, it is in demand and many are used to it, but at the same time we want to draw your attention to the fact that in today’s reality, information about customer satisfaction can be enriched through the prism of social networks.
The opinion of experts studying the issue coincides in that the method of calculating Social Promoter Score (SPS) is no different from calculating the classic NPS. The problem and difference is only in where and how to obtain the data.
We offer the following option, which is implemented using our service ft3.com:
We calculate a representative sample depending on the volume of business;
We determine the social networks that are most relevant to your clients in order to increase the number of active participants;
We send out SMS mailings with an offer to recommend or write a review about your company/product on social networks and a link to a landing page – a recommendation generator (example – link);
If the participation rate is around 10%, you can move on and calculate the index;
All participants who visited the landing page with the task description and left their phone number are taken into account;
After moderating publications, we determine the number of promoters (respondents who left positive reviews), neutrals (respondents who did not make a publication), critics (respondents who made a critical post)
We calculate SPS and analyze the results
The process can be built as a one-time study, when we determine the target number of respondents and conduct analysis only for this cohort. Or SPS analysis can be built into the business process so that all clients after interacting with the company or its product receive an offer to publish on social networks. And then SPS can be calculated virtually online and monitored for its dynamics - similar to transactional NPS.
