Measuring Loyalty and
Happiness
Alumni Affairs
March 2011
=
1,400 events
70,000 opportunities
She’s smiling, she
likes us!
How can we
quantify this?
Net Promoter Score
Based on your experience at this event,
how likely are you to recommend a
similar event to another Cornellian?
Net Promoter Score
Net Promoter Score
Percentage of (10 + 9)
MINUS
Percentage of (0 + 1 + 2 + 3 + 4 + 5 + 6)
EQUALS
NPS
Example
(47.1+11.8)
-MINUS(0+0+0+0+5.9+5.9+0)
= NPS of 47.1%
Representing NPS at various levels
Net Promoter Score 25%
SM
Net Promoter Score 75%
The NPS emoticons are service marks of Bain & Company, Inc.
® Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld
Industry
Average
Airlines
15%
Grocery Stores
49%
Cable TV
-3%
Credit cards
9%
Health insurance
-5%
Company
Score
Jet Blue
60%
Wegman’s
78%
Apple
72%
Verizon
13%
USAA Home
Insurance
78%
36% = CEN Webinars
63% = CEN
45% = CSV
56% = DJS Conversations
52% = Faculty Online Conversations
26% = CACO Webinars
71% = PCCW’s Annual Meeting
41% = CALC 2011
72% = TCAM 2010
Thoughts?