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Satmetrix 2008 B2B Cross-Cultural Net Promoter Benchmarks: EMEA

Published by: Satmetrix Systems, Inc.

Published: Apr. 28, 2009 - 44 Pages


Table of Contents


1. Overview

1.1 What is Net Promoter?

1.2 Cultural Response Bias in Customer Surveys

1.3 Satmetrix Cross-Cultural Benchmarks

1.4 Benchmark Company Demographics

1.5 Benchmark Countries

2. Cross-Cultural Benchmarks

2.1 Net Promoter Score Benchmarks

2.2 Customer Experience Performance Benchmarks

2.3 Key Drivers of Likelihood to Recommend

2.4 Customer Experience Performance Benchmarks

2.5 EMEA Country Trends: 2006-2008

2.6 EMEA Country Response Rate Benchmarks

3. Summary Results

4. The Satmetrix® 2008 Net Promoter® B2B Cross-Cultural Benchmarks

4.1 Western Europe

4.2 Nordic Countries

4.3 Southern Europe

4.4 Russia and Eastern Europe

4.5 Middle East and Africa

5. EMEA Country Trends: 2006-2008

6. Country-level B2B e-mail Survey Response Rate Benchmarks

7. Appendix

7.1 The Satmetrix 2008 Net Promoter Benchmarks by EMEA Country

7.2 Distribution of Customer Responses to the Likelihood to Recommend Question by Country

7.3 Country Benchmarks of Drivers of the Net Promoter Score

8. Bibliography

9. About Satmetrix

10. Legal Notices and Policies

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. One common challenge that global companies face in analyzing NPS and other survey results is the influence of local cultural norms on survey responses. This report charts how NPS and other survey responses vary for business buyers in key countries of Europe, the Middle East, and Africa. The report is compiled from a benchmark database of surveys from 28 global B2B companies in five industries: Computer Hardware, Computer Software, Consulting, Telecommunications and Manufacturing. All participants use periodic web-based customer relationship surveys to collect the Net Promoter Score and associated satisfaction metrics. The report is based on survey responses for the time period July 1, 2007 to June 30, 2008.

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