2012 – Social NPS As the boundaries between marketing and customer service become increasingly blurred within social media channels, measuring customer satisfaction (instead of ROI) becomes increasingly important. This is especially true for brands wanting to measure the impact of social media, but who are not able to directly link social activity to sales. Metric: NPS (Net Promoter Score) Methodology: Measuring customer satisfaction in order to calculate brand loyalty, is usually done in social media via a survey. Consumers are usually rated on a scale of 1-10 and ranked as promoters or Heineken believe that the detractors. majority of their 12.4m Users are incentivsed to take a Facebook or Twitter Facebook fans are 64% more survey (often anonymously), asking customers, fans likely to recommend them to and non-customers of certain brands, how likely they© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. would be to recommend those brands to their friends. their friends in the pub.