About
The Birth of Recommendi
We had been planning to launch an entry level product to measure Net Promoter Score for at least 18 months. But it took a while to find the right way into the project, especially as we wanted a super-simple tool that anyone could use. We had two types of users in mind:
- The small business (a shop, restaurant, beauty salon, garage or service business) that is passionate in improving experience, but does not know how to go about it. We wanted to build in all the best-practice we could.
- The marketer that wants to try Net Promoter as a metric to measure and improve customer loyalty. For this user we wanted to have some pretty advanced features like segmentation and customisation in a self-service package.
The way in was the discovery of QR-codes, which allowed us to make the survey available to mobile users at a physical location. It’s just a case of snapping the code on a smart phone – most have the capability (almost all in Japan for example). We added a URL short code so it can also be typed in easily. And so a business owner can print out our ready made material and publicise the survey straightaway.
For advanced marketers we added the trick of allowing a segment code on each survey (initially on email only) and providing some instant Net Promoter Score analysis. We added downloads and RSS feeds of comments because we know that you want them. At this price (free) we think the Net Promoter Score will start to become widespread as a core business metric.
The name comes from the standard Net Promoter Score question: “How likely are you to recommend this product to a friend or colleague?”. We have already heard people saying “Would you Recommendi us…?”
We have some exciting future plans for the product. But you’ll have to wait and see!
The Company behind Recommendi
Recommendi is a web service from Directness, a company providing global marketing measurement solutions that happens to be based in Amsterdam. It was formed in 2006 by marketing professionals who had worked in major brands including Sony, Dell, HP. You may have heard of our CustomerGauge solution which is used by large enterprises like Philips, Electrolux, Canon and Vodafone to measure Net Promoter® Score.
Our mission is to measure and improve customers experience by democratising the Net Promoter Score.
With the launch of Recommendi, we are able to extend our skills and service to everyone, by providing Net Promoter to all, at no cost. Our experience in developing the enterprise tools for big business means we know how to build robust but flexible tools.
Recommendi is hosted on Amazon EC2 servers. It was developed with the assistance of MagicLabs and 9Apps. We used components from ApPHP and Google among others.
In the meantime, mail us for more details.
10 September 2010
Adam Dorrell, Camilla Scholten, Roy Chandra, Iris Hochsticher
