Help clients grow brand healthily.

MapMoat is an invitation only SaaS platform help selected brands reach higher brand vigor, therefore longer life cycle and more profits.

What's NPS? 

NPS (Net Promoter Score) originally measures how likely customers are to recommend you. It sorts responses into three groups: Promoters (9–10), Passives (7–8), and Detractors (0–6).

Imagine a local restaurant on Google Maps. Out of 100 reviews, 70 are 5-star, 20 are 4-star, and 10 are 1–3 star. Map them to NPS groups, and the score becomes: Promoters 70% − Detractors 10% = 60.

What's brand NMS(Net Moat Score)? 

NPS stated above is good, but far from enough to check business operation health.

Because it ignored some basic consumer psychology and human nature: Detractors have much more impact than Promoter, these 2 type customers are not equal powerful. Consumer expect your product or service delivers good quality by default, so if you are good, most of them won't appreciate much to speak it out, but if you are not good, they are definitely don't mind to make trouble for you with bad comments. Also, bad news travels faster, while good news always late. What's even worse, the originally neutral or passive customers don't have much strong mind, easy to swing. So they can be potentially converted into Detractors just over 1 night when they are impacted by original detractors, same like host of virus in pandemic. The NPS original formula didn't consider above all factors, so it created little bit fantasy for business operators and give them over optimistic healthy signal. Back to above same case, the traditional NPS for this local restaurant is 70. We use another formula to calculate the real NPS, which can see bottom line of business safety.