Overview
At Experience.com, the Gateway Promoter Score is a metric akin to the Net Promoter Score (NPS) but specifically tailored to assess the likelihood of customers or clients promoting the company on social media. This score is derived from the results of the "Gateway" question, which queries respondents about their overall experience, allowing them to choose between responses like Great, OK, or Unpleasant.
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Calculating the Gateway Promotor Score
The Gateway Promoter Score is calculated by subtracting the negative responses from the positive ones and then dividing by the total number of responses, offering a targeted measure of social media promotion likelihood based on the overall customer experience.
Similar to the Net Promoter Score (NPS) question, the Gateway Promoter Score for each campaign is prominently showcased on the right side of the campaign analytics dashboard.
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This visual representation provides a quick and accessible overview of how likely customers or clients are to promote the company on social media, based on their responses to the "Gateway" question. It allows campaign managers and users to easily gauge and respond to social media promotion trends within the specific campaign context.
Creating a Gateway Question in a Campaign
To learn more about the Gateway Question, its configuration, and the resulting actions that can be customized for each response option, read about the Gateway Question here.