What is the Brand Sensitivity Score, and how does it differentiate itself from the Net Promoter Score (NPS)?
NPS was first developed in 2003 by Bain & Company, and is composed of one simple question – on a scale of 1-10, would you recommend us to a friend?
While NPS® is often held up as the gold standard customer experience metric, it is based on a flawed presumption that perception rarely changes. If you have a great customer experience on Monday, and a bad experience the following week, how likely are you to give the same score to this question?
Radical Human Intelligence™ was designed with this in mind, and asks a series of very specifically formulated psychology-based questions.
How does it utilize psychometric assessment techniques to provide a deeper understanding of customer sentiment?
Do you know how SAT or GRE are scored? If you answer correctly, the next question is harder. If you answer incorrectly, the next question is easier. In a similar manner, our sentiment adjusts the questions to be more sensitive or less sensitive based on whether or not the respondent agrees or disagrees,
So the brand score will go up and down with each question and the end result will be adaptive based on all the answers.
Could you explain the key components that contribute to the calculation of the Brand Sensitivity Score? How does it integrate both qualitative and quantitative data to generate a more comprehensive assessment of customer loyalty?
Your assessment has two parts, the quantitative (primary survey) or “the how” and an optional qualitative survey to provide additional context.
What limitations or shortcomings have led to the exploration of alternatives to the Net Promoter Score? How does the Brand Sensitivity Score address these limitations by incorporating psychometric assessment and a broader range of data sources?
NPS is one question, when the reality is that any kind of scientific discipline that deals with polling needs at least 3 questions to determine validity/reliability. Ours is 18 questions, which is long enough to get nitty gritty, but not a crazy academic study.
How does the Brand Sensitivity Score incorporate data-driven methodologies, including predictive modeling, to assess customer sentiment and loyalty? What implications do these predictive elements have on future business strategies?
Implications are based on the score, and will then predict things like how to increase loyalty, revenue, sales. The neat part is that you can also segment the data by demographics, psychographics,industries, and so much more. Simply put, our check-up gives you what you need to do in a more practical way. It is better than anything else out there.
How does the Brand Sensitivity Score adapt to diverse industries and customer segments, compared to the NPS, which might not be as versatile? How does the incorporation of psychometric assessment contribute to this adaptability?
Our templated assessment is industry agnostic, but the system can be highly customized depending on the tier that is purchased.
Are there any challenges associated with transitioning from the NPS to the Brand Sensitivity Score in terms of implementation or employee buy-in? How does the inclusion of both psychometric assessment and qualitative data influence this transition?
There are no challenges because the assessment is apples and oranges (despite that NPS is the best comparison). Simply put, make the jump now. Your NPS is not measuring the right things, not in this century.
What steps can organizations take to integrate the Brand Sensitivity Score seamlessly into their customer experience assessment and decision-making processes, leveraging psychometric assessment principles and predictive insights?
Depending on the subscription level, we can look at your tech stack and design a roll out plan.
I spend a lot of time thinking about the best and least intrusive way to engage with customers. Maybe in your case, your customers are your community, your constituents, or your fans. During the holidays or any holiday during the year, we marketers jump at the chance to promote. We send email upon email and…