Tomorrow will be the 300th edition of The Daily News and so it seems like a good time to ask “Is it worth while?“.
There are a many ways I could measure the success or otherwise of The Daily News – number of subscribers, number of visits, number of news items linked, most popular news items and so on. Numbers are easy to collect, but how meaningful are they? Is it any more worthy to have 500 subscribers rather than just over 200?
One measure of success that is widely used in business is the Net Promoter Score (NPS) which essentially measures customer loyalty with one question “Based on your experience today how likely is it that you would recommend this store to your friends and family?”
The NPS is based on the premise that all customers can be grouped into one of three categories – promoters, passives, or detractors. By periodically asking this question businesses can measure the performance of the business through the customer’s eyes.
When I worked for a mystery shopping company this was *the* question that NZ and Australian businesses used to measure their success and reward their staff.
So I thought I’d give it a go and attempt to get a sense of what you, dear reader, think of Finding Heroes and The Daily News.
Please feel free to share your thoughts in the comments below, or via email. And if you’re reading this post via an email subscription or rss feed please visit the article online to take the poll.
Image by mag3737.
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- Great customer service requires committed library staff
- What I learnt yesterday about the customer’s experience