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Word of Mouth

December 1, 2011

In our fiscal year that ended on September 30, we had thousands of customer survey responses to the following “ultimate question:”

How likely are you to recommend Kronos to a colleague or business associate?

Please use a 0-10 scale where 0 represents “not at all likely” and 10 represents “extremely likely.”

For those of you scoring at home, a little equation based on these results is your Net Promoter Score:

NPS = % of promoters (9’s and 10’s) – % of detractors (0 through 6)

7’s and 8’s are considered “passive” and are not used in the NPS calculation.

Our NPS is good, and it’s something we constantly measure and work to improve upon, but it doesn’t give you a complete story. Words do. Along with the 0-10 score, we also ask our customers to add commentary for their score. It’s a ton of unstructured, “big data,” and I’m looking for better ways to mine it, but this week I used good old Excel to manually pull out the works and phrases most commonly used by our promoters. Then I used the very cool Wordle to create this visual of them:

I guess being friendly and easy does make one popular…

2 Comments leave one →
  1. Tom Wolf permalink
    December 5, 2011 6:26 pm

    Why is the word “service” listed twice – in different sizes? Perhaps if those counts were combined it would make “Service” even more prominent.

  2. December 5, 2011 6:41 pm

    Great question, Tom. It’s a wordle thing. Actually, the top 3 phrases I submitted to wordle were:

    – friendly
    – User friendly
    – easy to use

    Wordle looks at each word individually, so “friendly” was most prominent, followed by “easy.” I did notice it, but felt the word cloud still showed a representative view of promoter feedback. In future versions, I’ll seek to illustrate whole phrases better.

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