Strategic Analytics and SAS

What Are Promoter Scores?

A good indicator of whether a customer may or may not continue to purchase, subscribe, or renew your product or service is if the customer has increased or decreased his or her spending. It is also possible to measure customer risk by surveying a customer’s intentions to promote your brand, product, or service. Often, promoter surveys are handled by the organization itself, but third parties sometimes conduct them. Surveys are conducted on a sample set of customers. Once complete, the survey responses are typically merged with the customer data on which the sample was based. The resulting promoter score is a metric that indicates how likely a customer is to recommend a product or service. So, a survey might ask a ...