Net Promoter Score and A Little Bit More

Net Promoter Score (NPS) & Sales Due Diligence Service Overview:

“What would you love to know about your target market? About the perception of your company? About your current clients? About your competitors?”

Using the standard Net Promoter Score and a little bit more, we are able to see where your business stand and research where the industry is going. The goal is to improve sales and ultimately profit. The two main uses are to improve your own business and research new business opportunities pre acquisition

Buying a new business or starting a new division requires many aspects often found in a due diligence. Eseka is able to assist you in evaluating and reporting on both the market and the target acquisition’s active and lapsed client base.

According to https://en.wikipedia.org/wiki/Net_Promoter - The Net Promoter Score is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix. It was introduced by Reichheld in his 2003 Harvard Business Review article "One Number You Need to Grow".[2] NPS can be as low as −100 (everybody is a detractor) or as high as +100 (everybody is a promoter). An NPS that is positive (i.e., higher than zero) is felt to be good, and an NPS of +50 is excellent.

Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.

NPS for Customer Retention and Business Growth:

The client supplies Eseka with a database of existing and lapsed clients. Eseka also develops a database of new potential clients. Eseka works with the client to develop the NPS and understand what it is we want to get out of the report. Eseka develops a script that asks existing clients to rate the client on a scale of zero to ten.

  • Net Promoter Score (Detractors and Promoters)
    • Eseka will call on the list of your current clients to gauge the NPS and report back to you (this tells us if active clients are leaving you)
  • Detractors
    • Eseka will build a list of your clients who rate you at 6 out of 10 or below and immediately give you the data to take corrective actions before your client leaves you and/or has negative things to say about you in public and private gatherings (this is the ugly truth but hugely beneficial to profits)
  • Lapsed client research and reignition
    • Eseka can contact past clients who are no longer doing business with you and find out why they left and what it would take to come back (this tells us if they left due to product, operations, personalities, etc and the likelihood of doing business with them again)
  • Researching Competitors
    • Eseka can research know competitors for business intelligence
  • Database Cleansing
    • Eseka can cleanse databases owned by the target acquisition for sales and marketing purpose sand get the POPI compliant.

NPS for Acquisitions:

If you need help buying a business, then consider our NPS for acquisitions. Eseka is able to paint you a picture of the state of the target company’s existing clients, recently lapsed clients and potential target prospects.

  • Net Promoter Score (Detractors and Promoters)
    • Eseka will call on the list of your targets current clients to gauge the target acquisition’s NPS and report back to you (this tells us if active clients are leaving or staying)
  • Cold Calling for appointment setting a market research
    • Eseka will build a list of clean prospect clients of your target acquisition to research the markets eagerness to meet/buy the product or service (this tells us if your market is responsive)
  • Lapsed client research and reignition
    • Eseka will contact past clients who are no longer doing business with your target acquisition and research why they left, who they went to, would they come back, etc (this tells us if they left due to product, operations, personalities, etc and the likelihood of doing business with them again)
  • Researching Competitors
    • Eseka can research know competitors for business intelligence
  • Database Cleansing
    • Eseka can cleanse databases owned by the target acquisition to assist sales people in hitting the ground running once all deals are completed

Reporting:

Reporting is paramount in measuring success. The reports are not just for sales and activities but also offer insightful business intelligence. To calculate your company’s Net Promoter Score, we take the percentage of customers who are Promoters and subtract the percentage who are Detractors giving us a (-) or (+) score. This is now your benchmark should you choose to do the scoring again. 

If you get a negative report, that's bad and you need to remedy the situation. if you get a positive that's good but you can still improve. If you get +50, that is great, keep up the good work. The reports will include:

  • The Net Promoter Score
    • List of detractors and associated notes for rescue
    • List of Promoters for up-sell
  • Clean Database
  • Selected call recordings where necessary
  • Leads generated , appointments set and objections received
  • Chart of competitor landscape

Testimonial:

Frank Rovelli – CEO Probe Group “Choosing Eseka has been a great experience for our company as it gives us an additional arm to investigate areas and avenues and different segments in the market we wouldn’t have ordinarily explored with our existing work force. It is also a platform for our customers to express their needs and concerns and it gives my staff an unbiased opinion on the services and products they are offering.”

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Email: enquire@eseka.co.za
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