What is the consumer perception of your business? Is your business doing well in the eyes of the average consumer?
Today, more and more consumers are leaving online reviews citing their experiences about businesses. This feedback, be it good, bad or indifferent, provides an indication in to average consumer perception of a business.
There are a tonne of online reviewing platforms on the web which consumers use. We've noted below popular platforms which are used to provide feedback on a particular product or service.
- Google My Business
- Trip Advisor
- Product Review
Out of all the Online Reviewing platforms, Google My Business is probably the most important one listed above (in our opinion), as feedback about a product, service or even a business can appear within search results on Google.
This provides consumers with an insight before going to the associated website, which in return, depending on the nature of the reviews could have a positive, negative or indifferent impact to your enquiries and\or sales.
Net Promoter Score
A universal scale of finding out consumer perception of your business is your NPS (Net Promoter Score). NPS is the result of a score calculated from a simple survey question, which asks the consumer to select between 0 & 10 "How likely is it that you would recommend our company/product/service to a friend or colleague?" which depending on the result will fall under the following classifications...
- Promoters (9 & 10) - These consumers are more likely to buy more of your products, use your services again, and provide organic word-of-mouth referrals to others about your business!
- Passive (7 & 8) - These consumers have identified that they've had an okay experience, which means that it could have been better. These consumers are less likely going to provide organic word-of-mouth referrals about your business
- Detractors (0 to 6) - These consumers have had a bad experience, and are likely to tell others not to buy your products and\or use your services.
Once you have volume in numbers, the results are tallied by subtracting the percentage of all consumers who are Detractors from the percentage of all consumers who are Promoters. Consumers which have answered Passive just count towards the total number.
Your ongoing NPS provides you an update to where your consumer perception of your performance currently lies, and is a good gauge to show if your performance has improved over time.
We're here to help!
If you would like to discuss how we can assist you with your Reputation Marketing, be it Online Reviews and\or your Net Promoter Score, please feel free to Contact Us. on +61 2 9904 6705.
The Australian Competition & Consumer Commission (ACCC) have guidelines on how to Manage Online Reviews.