Measuring Loyalty and Happiness

Alumni AffairsMarch 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

SM 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

Net Promoter Score 25% Net Promoter Score 75%

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 Webinars63% = CEN45% = CSV56% = DJS Conversations52% = Faculty Online Conversations26% = CACO Webinars71% = PCCW’s Annual Meeting41% = CALC 201172% = TCAM 2010

Thoughts?