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I agree - the common methods for measuring net promoter (surveys) seem to put a burden on the customers. I think twitter could potentially be pretty effective

I agree - the common methods for measuring net promoter (surveys) seem to put a burden on the customers. I think twitter could potentially be pretty effective if you combine the number of mentions with a sentiment score. But then, it's pretty easy to increase twitter engagement using various tools. I'm also looking for a good way to measure net promoter, but for another reason -- to quantify it for investors. We hear great customer feedback and get referrals all the time, but don't have a measurement for it. Even though it's true, I'm not sure investors will just believe that "our customers love us!".

sutterbomb 13y ago
"Net Promoter Score" can only be measured by survey, because that's exactly what it is. It's a 1-question survey with a standardized scoring methodology that is a de-facto standard measure of customer loyalty across industries. If you want to measure customer loyalty and quantify it for investors, you can use that methodology, or you can find another way but call it something else. I wouldn't recommend doing something else and trying to call it NPS.