PURSE (c) is a deeper understanding of your customers’ recommendation score. PURSE (c) is the Proactive Unprompted Recommendation Score of Excellence.
Net Promoter Score (NPS) has become almost the de facto customer experience (CX) score for recommendation. It has many advantages – ease of calculation, recognition, simplicity of understanding, etc – but it is only a one dimensional measurement.
Rather like a BMI score is a one dimensional view of your health it doesn’t take into account surrounding and supporting factors. And there is absolutely nothing wrong with that. What we wanted to create was a deeper, different understanding of recommendation.
For example, if you have had a transactional experience with a home insurance brand you will be asked whether you would recommend the brand. Well, if you had a great experience and found them helpful, friendly etc then you would recommend them IF ASKED by someone who was looking for help on choosing a home insurance provider.
PURSE (c) is about pro-active, unprompted recommendation. Was the experience so good that you actually went out and started a conversation about it? Did you become an instant, energetic advocate of that brand? A PURSE-uader (c)?
PURSE (c) is a new, deeper level of understanding attained by a small set of sub-questions that really gets to the heart of brand love not just loyalty. The PURSE-uader score gives brands a ranking and a score, with insights into areas for improvements to make them a PURSE-uader Premium (c) brand.
Please contact us if you would like to know more information or use this measure in your surveys.