What is the AFFINITY SCORE™ and why is it so powerful?
Your AFFINITY SCORE is the combination of your Net Promoter Score (NPS®) and your Employee Net Promoter Score (ENPS®).
Your NPS® is an index ranging from -100 to 100 that measures the willingness of your customers to recommend your products or services to others. It is used as a proxy for gauging the customers’ overall satisfaction with your product or service and the customers’ loyalty to your brand.
Your ENPS® is an index ranging from -100 to 100 that measures the willingness of your team members to recommend your company to others. It is used as a proxy for gauging your team members’ overall satisfaction with your company as a workplace and their loyalty to your brand.
The AFFINITY OS™ is the only management tool on the market that combines your NPS® and ENPS®. Harvard Business Review calls this combination of data a very powerful predictor of your business’s growth potential.
Annual surveys do little to help you manage growth on a daily, weekly or monthly basis, which is where positive change happens.
The AFFINITY SCORE lets you track your company’s trajectory at a single site, or at multiple locations.
With AFFINITY OS™, you can understand the experiences that are creating “Promoters,” “Passives,” and “Detractors” – and drive your company to act. You can dig into the “why” behind your NPS® and ENPS® scores, prioritize investment, and distribute actionable data across your organization to drive engagement and improvement. Understanding NPS and ENPS is a great starting point for learning more about the health of your business; you can kick off programs and pull levers that create more advocates for your business among your customers and team members and ultimately deliver revenue you can rely on.
AFFINITY OS™ delivers your AFFINITY SCORE through:
- Quarterly or Semi-Annual all-team ENPS® surveys, or random quarterly team sampling
- Ongoing randomized NPS® surveys to all “active” customers
- Quarterly success call with the AFFINITY OS™ team to provide guidance on using the data effectively
- Transaction/Touchpoint surveys as requested or recommended to drill down into specific areas based on NPS® results