New Recommendi tool brings big company loyalty measurement to small and medium businesses

Today a new FREE tool is launched for Small and Medium Businesses to help identify their loyal customers and measure customer experience. The web-based tool Recommendi is based on the Net Promoter® Score, widely used by large international companies to measure and increase customer loyalty, and fast becoming an industry standard. With Recommendi this service is now available for retailers, hospitality- and service providers, who can quickly and easily start with the no-charge service. The tool has been developed by Amsterdam-based company Directness, who have a track record in providing loyalty solutions to major corporations.

"The Net Promoter Score is becoming the global standard for companies to act and react faster to the wants and needs of their customers. We want to share our experience and expertise with these multinationals and make it accessible to smaller businesses. For them it is as necessary to be on top of negative sentiment, easily spread through word-of-mouth, internet and 'social media', as big companies. That's why we are launching Recommendi, free of charge, or with an affordable subscription for advanced options", says Adam Dorrell, Founder of Directness.

According to Dorrell the tool is simple to use and designed for non-marketing experts. With the free version every company can collect feedback on up to one hundred customers per month, asking how likely they would be to recommend the company, with space for typed comments. From this, the Net Promoter Score is calculated which is an important indicator for company success, now and in the future. Companies can immediately start to improve their score and business as a result.

How does it work?

Every company that signs up is immediately assigned a unique 2D barcode (based on a QR-Code, readable by most smart phones), and a "short URL" (for example http://recy.me/r51x) which they can share with customers in various ways - from printing a poster for their shop window, to sending a link via email.

A simple survey page asks the customer for feedback on the experience with the company. He or she answers only two questions: 'Would you recommend us on a scale from 0-10?' and 'Do you have any comments to share about our product or service?'. These two responses together deliver the score and insight that can be compared with other companies in a chain or by division. The score and feedback will help identify whether a product or service has to be adjusted or is working well. Loyal customers (known as "Promoters") can share their responses and recommendations on Facebook and Twitter through a press on a button.

The survey can be customized easily by adding a company logo or editing the question text.

Within a few minutes, companies can be collecting results and viewing them with the web-based dashboard. To improve their score, companies are encouraged to improve services based on customer feedback, especially "Detractors". In the near future Recommendi will allow companies to benchmark themselves to similar companies by geography and type of business.

Recommendi is free for up to 100 customer responses per month. Not enough? There is also a Premium Version available which allows the collection of up to 1000 responses per month, and more advanced analysis tools at a cost EUR 20/month (approximately £17 GBP and $27 US per month). For more information on the product (and to sign-up): www.recommendi.com


About Directness
Recommendi is a new entry-level product by Directness BV (www.directness.net), an Anglo/Dutch software startup that provides enterprise loyalty solutions.

Directness provides software services to help companies focus on their end customers. The Directness mission: Make customer loyalty part of the DNA of great companies. The firm has been selling its CustomerGauge (www.CustomerGauge.com) enterprise loyalty tool since 2007, with a worldwide blue-chip client base including Philips, Vodafone, Canon and Electrolux. The Amsterdam based company has already expanded in the Australian and US markets. The "cloud computing" products are provided as "Software-as-a-Service", which allows companies to get going rapidly, and simply subscribe to the services without investing in hardware or software.


Note for editor, not for publication:
For more information you can contact: Camilla Scholten on +31-20-820 21 60 or email: Camilla.Scholten@Directness.net

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

Attached images are free to use. Hi-res available at: http://www.recommendi.com/news/images/

You can test the survey by snapping the code above with a smartphone (and appropriate free app), or using the shortcode here: http://recy.me/r51x