How does it work?
The Advocacy Model is based on two key questions that determine:
- Customer likelihood to recommend your company to friends and colleagues
- Customer likelihood to do additional business with you in the future
The customer base is then segmented into four categories depending on their answers:
The APECS® customer experience measurement program tracks your efforts to increase advocacy through your Net Advocacy Rating (NAR®), calculated by simply subtracting the percentage Critical and At Risk from the percentage of Advocates. The NAR® is an enterprise-wide metric that identifies how successful you are in growing and maintaining Advocates. NAR® is a fluid measurement, as it is dependent upon the customer experience over time, which is why it is important to measure and track on an ongoing basis and report in real time.
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