The research is illuminating and shows that NPS continues to lack the accuracy and actionable insights that company leaders depend on and need by overstating detractors for the biggest brands by 780% on average. This profound inaccuracy can lead business leaders to make poor business decisions.
WoMI, on the other hand, helps leaders distinguish between True Detractors® and True Promoters® so they can avoid wasting precious resources trying to convert passives into promoters and eliminates the risk of alienating customers who aren’t legitimate detractors. WoMI also helps leaders understand what drives negative word of mouth as well as positive word of mouth, allowing companies to take proactive measures to fix issues affecting the customer experience.
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