System and method for determining effect of promoters and detractors on net customer acquisition

A system for determining effect of promoters and detractors on net customer acquisition, the system comprising of:

• one or more hardware processors;
• a memory coupled to the one or more hardware processors, wherein the memory comprise a plurality of modules in the form of programmable instructions executable by the one or more hardware processors;
• and
• wherein the plurality of modules comprise:
• a data acquisition module configured to conduct an enhanced net promoter score survey for capturing a referral disposition of a respondent by receiving an input related to recommendations or positive feedback given to others, positive feedback received from others, negative feedback given to others, the number of people to whom such negative feedback was given and negative feedback or communication received from others by a respondent;
• a data processing module configured to convert a response received from the enhanced net promoter score survey to compute the impact of promoters and detractors on the net customer acquisition;
• assessing a net promoter score rating provided by an individual respondent to classify the individual respondent into one of the categories of promoters, passives, or detractors, and calculating the net promoter score by subtracting a percentage of detractors from a percentage of promoters;
• assessing a referral disposition index for describing a respondent disposition to positively refer and influence a purchase or negatively refer and discourage the purchase of a product;
• evaluating a referral impact by multiplying the percentages of respondents who positively referred the product to others with the percentage of respondents who received a positive reference of the product from others;
• calculating a number of referrals per customer acquisition as the inverse of the referral impact;
• multiplying the referral impact with the percentage of promoters who positively referred the product to others for obtaining a referral impact of promoters;
• calculating a number of promoter referrals per customer acquisition as the inverse of the referral impact of promoters;
• determining an average number of people discouraged by dividing the total number of people who were discouraged or received a negative reference of the product from the respondents by the total number of respondents;
• calculating an impact of discouragement by multiplying the percentage of respondents who discouraged others from purchasing the product with the percentage of respondents who received negative references of the product from others multiplied by the average number of people discouraged;
• calculating a number of discouragements per customer churn as the inverse of the discouragement impact;
• measuring the discouragement impact of detractors by multiplying the impact of discouragement with the percentage of detractors who negatively referred the product to others;
• calculating the number of detractor discouragements per customer churn as the inverse of the discouragement impact of detractors;
• computing a net addition to a customer base by dividing the total number of promoters by the number of promoter referrals per customer acquisition and then subtracting the total number of detractors divided by the number of detractor discouragements per customer churn;
• evaluating a net addition as a percentage of the existing customer base is calculated by dividing a net addition to customer base with the total number of respondents;
• determining a net addition of each customer group by their assigned weights and adding them together to obtain a net addition aggregate;
• and
• dividing the net addition aggregate by the total number of respondents for obtaining net customer addition aggregate in terms of percentage of the existing customer base.