Measuring Loyalty and Happiness Alumni Affairs March 2011.

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Presentation transcript:

Measuring Loyalty and Happiness Alumni Affairs March 2011

=

1,400 events

70,000 opportunities

She’s smiling, she likes us!

How can we quantify this?

Net Promoter Score Based on your experience at this event, how likely are you to recommend a similar event to another Cornellian?

Net Promoter Score

Percentage of (10 + 9) MINUS Percentage of ( ) EQUALS NPS

Example ( ) -MINUS- ( ) = NPS of 47.1%

Representing NPS at various levels SM The NPS emoticons are service marks of Bain & Company, Inc. ® Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld Net Promoter Score 25%Net Promoter Score 75%

IndustryAverage Airlines15% Grocery Stores49% Cable TV-3% Credit cards9% Health insurance-5%

CompanyScore Jet Blue60% Wegman’s78% Apple72% Verizon13% USAA Home Insurance 78%

36% = CEN Webinars 63% = CEN 45% = CSV 56% = DJS Conversations 52% = Faculty Online Conversations 26% = CACO Webinars 71% = PCCW’s Annual Meeting 41% = CALC % = TCAM 2010

Thoughts?

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