|
The Circle of Excellence programme was set up in 2004 to support the vision of making Sage the business management software company that everyone recommends.
The Circle of Excellence rewards Sage Business Partners who support this vision.
How is our performance measured?
Net Promoter Primer
The measurement criterion underpinning the Circle of Excellence is Net Promoter® Primer, or NPP. This metric is designed to reflect the extent to which customers are prepared to recommend their Sage Business Partner. This guide will highlight the qualifying criteria.
Given that word of mouth recommendation is the most important driver of new business, the more customers in the market place recommending their Sage Business Partner to others, then the more new business that Business Partner is likely to achieve.
Moreover, academic research (Reichheld et al, December 2003, HBR) proves that a company with a higher proportion of customers proactively recommending the company ('promoters'), as opposed to doing the opposite ('detractors'), is extremely likely to grow.
A company with more detractors than promoters, is, on the other hand, extremely likely to contract. It follows that it is vital for any customer-facing organization to assess the extent to which its customer base comprises promoters as opposed to detractors.
The objective, of course, is to have net promoters. The richer the premium of net promoters, the better. The Net Promoter® Primer score (or NPP) measures the extent of the net promoter position.
|
The research is very telling – almost without exception companies with a positive NPP score grow revenues and profits, whereas almost without exception companies with a negative NPP score contract in terms of revenues and profits.
Here's how NPP is calculated
An independent research company Quaestor will contact a sample of our customers each year to ask the following question:
"To what extent, on a scale of 0 to 10 where 0 is not at all, and 10 is very high, would you be likely to recommend dcs to another business?"
-
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
-
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
-
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
The Net Promoter Score (NPS) is arrived at by taking the percentage of customers who are Promoters and subtracting the percentage who are Detractors.
|
