Customer Loyalty Metrics
Organic Growth Score ™ (OGS) is a key metric in creating customer-centric habits that fuel profitable business growth through its ability to provide actionable, relevant customer insights. It is based on unique metric that is a reliable indicator of a company's ability to grow.
OGS asks customers a single question: "Would you recommend this company or product to a friend or colleague?" Customers can be categorized into three groups according to their answer to this "likelihood to recommend" questions (based on a 0-to-5-point rating scale).
- Repeaters & Referrers (those who answer 4 or 5) are loyal enthusiasts who keep buying from your company and who urge others to do the same, fueling your growth.
- Opportunities (those who answer 3) are satisfied but unenthusiastic customers who are more vulnerable to competitive offerings.
- Walkers & Talkers (those who answer 1 or 2) are unhappy customers who may be buying for the wrong reasons (i.e.: they have not other choices), and who damage your brand and impede growth through negative word of mouth advertising.
To calculate your company's OGS, we take the percentage of customers who Repeaters & Referrers (R & R), and subtract the percentage who are Walkers & Talkers (W & T), remove the Opportunities, and weigh those that did not respond.
% of R & R - % of W & T + Weigh Average of no response = Organic Growth Score (OGS)
Likelihood to Recommend
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OGI offers a well-defined, proven approach for initiating the Organic Growth Habit and seeing results in as little as 30 days. Implementation is very easy, has no time restraints and no resource requirements. Companies benefit by:
- Understanding the sample creation and survey delivery process
- Get a first look at the Organic Growth Score
- Gain an understanding of the data to plan for next steps
- Determine appropriate strategy for full implementation
Please call or email us to arrange an initial consultation to discuss how we could assist in your growth efforts.