How we do Reputation Management at IT Verticals
Net Promoter Score
The Net Promoter Scoring method determines the reputation among key groups. The score is obtained by researching and surveying customers about how likely they are to recommend a particular product or service on a ten-point scale.
- 0-6 as not likely
- 8-7 a neutral
- 9-10 as likely
Net Promoter Score = (% of users extremely likely to recommend a product/ service to a friend) Minus (% who say they are not at all likely)
The NPS basically keeps tabs on the loyalty of customers to the company rather than the feelings about a company’s reputation.
Klout Score checks how well a business is doing within social networks. It measures the influence based on the ability to drive action online. Klout Score takes into account:
- The number of people a business influences (True Reach)
- How much a business influences (Amplification)
- How influential business social networks are (Network Impact).
Klout Score gives an indication of how people respond whenever you have something to say online. It does not take into account sentiments.
Conducting regular opinion polls about how the general public or customers specifically feel about the brand or about a topic overall.
It needs to be built into the communication program and taken frequently (quarter or seasonally) they can also show the reputational impact of any type of crisis or event.
Bookmarks and RSS Feeds
Bookmarks can serve as a good indicator of how many people trust your brand or business. Web users only bookmark a page or website if they find it useful, or if they think it has something worthy to make them keep visiting.
The same applies to RSS feeds, where people choose to subscribe to your updates and content. It’s unlikely that a business or brand with a bad reputation gets subscribed. If RSS feed subscribers are growing, it means that people are looking forward to whatever new things the business has to offer or say.
Google Page Rank
Google in its algorithm assigns a numerical weight-age for measuring the “relative importance” of your Web page or website. It is an important metric for SEO professionals, but is used effectively for measuring online reputation.
PageRank gives an indication of how many of your inbound links originate from authority sites (sites that are respected, popular and trustworthy), the higher the PageRank becomes. PageRank scale is measured on the scale of 1 to 10.
Monitoring Online Reviews
User-generated content is the most trustworthy way of knowing what an online reputation for a business is like. The customers give five stars reviews and words of praise. They also write bad reviews full of complaints, accusations, and demands. The best way to find out is by regularly tracking online reviews.
Facebook and Twitter Followers
The number of people who “like” the Facebook Page shows how many users are ready and willing to attach themselves to a brand or business. No one, would “like” the Facebook Page of a brand with poor online reputation. The same applies to Twitter follower count. If people are following you on Twitter that means your tweets must have something of a value to offer.
Repeat Website Visits
O of the key metrics for measuring online reputation is the repeat visits a website gets. A user may visit a website or blog once and then decide never to come back again. But if a company projects a positive reputation and offer a positive experience for those who visit the website then it’s natural to draw repeat visitors.
In today’s mobile-driven technology your customers can check-in online whenever they walk in through your brick and mortar location. They can check in via Facebook, Twitter, Foursquare or Instagram and post your geographical information to tell their followers, which places they’re frequenting and where their pictures were taken.
And it works the same way as repeat website visits. The more check-ins (especially repeat check-ins) your business location receive, the more positive your online reputation becomes.