To read Part of 1 of my exclusive interview with Steve Baxter, General Manager, Global Mid-Market Solutions for Satmetrix, please click here.
FC: What is SparkScore and how will it allow franchises to effectively measure their presence and reputation across the entire social media space?
Steve Baxter, General Manager, Global Mid-Market Solutions for Satmetrix
SB: SparkScore is the world’s first Social Net Promoter Score measurement solution. Currently, many companies are using free surveys such as SurveyMonkey to get customer feedback. Even if a brand is getting a 30 percent response rate to its survey, it means that 70 percent of their customers are not responding. Those 70 percent don’t live in caves — they tweet, they use Yelp, Facebook, TripAdvisor, LinkedIn, etc.
SparkScore crawls the web and collects all that communication and brings it back to you. SparkScore captures unsolicited, unstructured data in conversations and categorizes it for sentiment into promoters and detractors. Nobody else can do that. It’s what people are saying, even if you don’t ask them. No survey, instantly available, aggregated, informative, actionable, and statistically relevant.
FC: What are some of the key features of this new cloud-based social media measurement software?
SB: It reads all the comments that have been published on the web about your brand, develops a score around the comment sentiment, and determines your NPS across all comments. Not only that, but it does this for your competitors too. So, with SparkScore, you get to see your NPS, your competitors’ NPS, the industry NPS, and the best and worst performers in your industry. All without sending out a survey!
Furthermore, it aggregates all of the comments into one place, so you can respond directly to the comments without having to go to every place on the web that someone has mentioned you.
Over the past six years, one of the most common questions I have been asked (and I’ve been responsible for putting NPS into almost 70 brands and thousands of franchises) is “How does my brand compare to my competition and the rest of franchising?” SparkScore helps answer that important question.
FC: Who are some of your clients in the franchise space, and what kind of results are they seeing from using your system?
SB: Some of our most well-known brands are Shred-it, HouseMaster, WSI, Re-Bath, and Shelf Genie. They are all experiencing the same results: improved customer retention, more referrals, insight that helps them improve the organization, and better tools to interact immediately with their customers.
FC: What is the cost for using your software?
SB: It depends on the size of the brand but it starts at $1,000 per month.
FC: What kind of training and support do you offer your clients to ensure that they enjoy the full benefits of your system?
SB: As the company that co-created the Net Promoter Score concept and implemented more than 700 systems in 50 countries for more than a decade, we are well positioned to train and support our clients.
Our support is provided on various levels. First of all, we implement the system and train all users, from executives to the front line. All the training is web-based and recorded for future reference.
Next, we offer an official NPS Certification course. This takes three days and takes the attendee through every aspect of the operating model to enable them to take the system to whatever level they choose. Our consulting organization operates throughout the world and is ready to help you get even more from the system and the results.
Next, we have our netpromoter.com website that is a knowledge base/portal for the NPS community.
Finally, we have our annual NPS conferences twice yearly, in the USA and in Europe. The conferences bring together thousands of people that are actively involved with NPS to share best practices and their experiences.
In short, any company can sell you a survey tool and call it an NPS system but only Satmetrix can deliver all the tools for novice-to-expert success.
FC: What is the best way for interested parties to learn more about your software and see if it’s right for them?
SB: They can research us on our website at www.Satmetrix.com or email me directly at Steve.Baxter@Satmetrix.com.
FC: Is there anything else you wish to share about Satmetrix or your software?
SB: If you’re interested in NPS, contact us. We’re not going to pressure you into buying software if all you want to do is learn more about the concepts. We’re an excellent resource for increased understanding, and we’re always happy to share that knowledge to help as much we can.
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