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Net Promoter Industry Report 2009- Online Search and Information B2C

Published by: Satmetrix Systems, Inc.

Published: Mar. 30, 2009 - 21 Pages


Table of Contents


1. INDUSTRY DATA

1.1. Net Promoter Industry Data: Overview

1.2. Net Promoter Scores by Company - Highest to Lowest

1.3. % Detractors, Passives, Promoters by Company - Highest to Lowest by NPS

1.4. % Detractors, Passives, Promoters by Company - Highest to Lowest by Promoters

1.5. % Detractors, Passives, Promoters by Company - Highest to Lowest by Passive

1.6. % Detractors, Passives, Promoters by Company - Highest to Lowest by Detractors

2. INDIVIDUAL COMPANY DATA

America Online

Craigslist

Facebook

Google

MSN

MySpace

Wikipedia

Windows Live (live.com)

Yahoo!

3. APPENDIX

3.1. Data Collection Period

3.2. Data Collection Methodology

3.3. Internal vs. External Net Promoter Data Collection

3.4. Netpromoter.com

3.5. Satmetrix

4. LEGAL NOTICES AND POLICIES

4.1. Trademarks

4.2. Copy of License Agreement

Abstract

Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience for 9 online search and information websites, based on responses from U.S. consumers: AOL, Craigslist, Facebook, Google, MSN, Myspace, Wikipedia, Windows Live (live.com), and Yahoo! Within the segment, Google led the way with a score of 71 percent, outpacing rival Yahoo! by 30 points. Social networking sites also ranked high, with Facebook’s higher NPS reflected in faster growth in monthly unique visitors than rival MySpace. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year.

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