Blog Post

Are You Measuring Your Net Promoter Score?

February 3, 2015

eshots utilizes a customer satisfaction tool called Net Promoter Score (NPS®) and any experiential marketers that host test drive or trial events should consider this as well.  According to "NPS “is based on the fundamental perspective that every company’s customers can be divided into three categories:  Promoters, Passives and Detractors.”  This simple systems helps to determine how likely your current or potential customers might be to promote your brand to their sphere of influence, or to speak negatively.

The three-point system is based off a 0-10 scale with 10 being the best:

  • Promoters are enthusiastic clients that spread the word of your products (9-10)
  • Passives are typically satisfied customers but not overly enthusiastic (7-8)
  • Detractors are customers that might give potentially damaging reviews (0-6)

This system is a great measurement tool for experiential marketers.  Let’s use an automotive client as an example.  Say for instance you hold ride-and-drive events and want to measure the impact of those events on consumer perception.  You would survey participants about your brand before they drive your car and ask them about their perception and likelihood that they will recommend you.  Then after the test drive you survey them again and measure the lift in NPS score.

NPS is one of the many trackable metrics captured and available in eshots’ Event Intelligence platform.  If you want to start understanding how consumers see your brand or want to measure the effectiveness of your experiential events as they are happening, reach out to our product specialists, we’d be happy to help you drive greater insights from your events.

Let us show you how eshots can help you drive greater insights through advanced, real-time data analysis – learn more

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