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- Net Promoter Score-Value Proposition Alignment Matrix
Net Promoter Score-Value Proposition Alignment Matrix
The Net Promoter Score-Value Proposition Alignment Matrix is a tool used to measure customer loyalty and satisfaction. It is based on the Net Promoter Score (NPS) system, which uses a single question to measure customer satisfaction: “How likely are you to recommend our product/service to a friend or colleague?” The matrix is composed of four quadrants, each representing a different level of customer loyalty and satisfaction.
At a very high level, the Net Promoter Score-Value Proposition Alignment Matrix is used in the context of business, marketing, finance.
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What is the Net Promoter Score-Value Proposition Alignment Matrix?
A visual explanation is shown in the image above. The Net Promoter Score-Value Proposition Alignment Matrix can be described as a matrix with the following quadrants:
- Promoters: Extremely satisfied customers who are likely to recommend the product or service to others (e.g. 'I would definitely recommend this product to a friend')
- Passives: Satisfied customers who are not likely to recommend the product or service to others (e.g. 'I'm satisfied with the product, but I wouldn't recommend it')
- Detractors: Dissatisfied customers who are likely to spread negative word-of-mouth (e.g. 'I'm not happy with this product and I wouldn't recommend it to anyone')
- Neutrals: Neither satisfied nor dissatisfied customers (e.g. 'I'm not sure how I feel about this product')
What is the purpose of the Net Promoter Score-Value Proposition Alignment Matrix?
The Net Promoter Score-Value Proposition Alignment Matrix is a tool used to measure customer loyalty and satisfaction. It is based on the Net Promoter Score (NPS) system, which uses a single question to measure customer satisfaction: “How likely are you to recommend our product/service to a friend or colleague?” The matrix is composed of four quadrants, each representing a different level of customer loyalty and satisfaction.
The top-left quadrant is labeled “Promoters” and includes customers who are extremely satisfied with the product or service and are likely to recommend it to others. These customers are the most loyal and have the highest potential to generate word-of-mouth referrals. The top-right quadrant is labeled “Passives” and includes customers who are satisfied with the product or service but are not likely to recommend it to others. The bottom-left quadrant is labeled “Detractors” and includes customers who are dissatisfied with the product or service and are likely to spread negative word-of-mouth. The bottom-right quadrant is labeled “Neutrals” and includes customers who are neither satisfied nor dissatisfied with the product or service.
The Net Promoter Score-Value Proposition Alignment Matrix is a useful tool for businesses to measure customer loyalty and satisfaction. By understanding the different levels of customer loyalty, businesses can identify areas of improvement and take steps to increase customer satisfaction and loyalty.
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What templates are related to Net Promoter Score-Value Proposition Alignment Matrix?
The following templates can also be categorized as business, marketing, finance and are therefore related to Net Promoter Score-Value Proposition Alignment Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.
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