Advocacy Charting: The Performance Monitor calculates scores and converts those to a pie chart showing the percent of an organization’s customer base who are “Advocates” (extremely loyal and willing to tell others about the organization), the proportion who are “Loyal” (very satisfied and will continue to use the organization but won’t necessarily tell others about it), the percentage who are “At Risk” (dissatisfied and considering looking for a new service) and those who are “Critical” and probably leaving soon.

Net Advocacy Rating: The above information is summed up in a Net Advocacy Rating (NAR) calculated as the percent of “Advocates” minus percent of “At Risk” and “Critical.”  The NAR is presented in a pie chart, and for each business unit or service delivery point is shown side-by-side with a chart showing the organization’s overall NAR performance. To help identify trends, the previous quarter’s performance is included.