Skip to main content
Instapage

Amazon gets top net-promoter score among SMB vendors according to survey

There are literally hundreds of companies, publishers and agencies trying to sell digital marketing and other services to US small businesses (SMBs), which represent more than 95 percent of all US businesses. But the market is mostly opaque to these small companies.

There’s almost no place that SMBs can turn to get objective information about service providers and their performance. Sure, you can search on “company name” and get some information, but it’s pretty hit or miss.

Business networking site Alignable is trying to remedy that by collecting net promoter score (NPS) data from its SMB user base. It regularly polls thousands of its members about their perceptions of dozens of brands. For better or worse, it doesn’t require respondents to be verified customers.

Ultimately, Alignable aims to be a marketplace where business owners can respond to one another’s questions and ask for referrals.

For the past couple of years, the company has been producing a quarterly Small Business Trust Index, according to its members’ NPS (“would you recommend”) ratings. The company believes that as these ratings become more visible — in the same way that consumer reviews impact purchase behavior — there will be a material impact on the fortunes of some of the companies rated.

CEO Eric Groves, one of the early executives at Constant Contact, believes that vendors with a better NPS ultimately have lower customer acquisition costs. That hasn’t been shown empirically but makes sense.

According to the company’s Q3 NPS ratings, Amazon is the most trusted SMB service provider in the US, followed by Stripe, Google and Apple.

The NPS ratings scale runs from 80 to negative 80, and companies are grouped into categories but not graded on a curve; they all get scores that can be compared to companies in other categories. Interestingly, but perhaps not surprisingly, most of the companies providing digital marketing and lead-generation services to SMBs fall on the negative side of that scale, presumably reflecting SMB dissatisfaction and disappointment (and maybe some unrealistic expectations).

Though Google the search engine was number two on the list, Google the ad platform (AdWords) had a negative 27 rating. Facebook Ads scored a negative 14, and, as a hiring tool, the site received a negative 47.  Bing advertising had a negative 48 rating. Yext saw a negative 61 and Yelp a negative 65.

As indicated, some of this is based on experience, and some is based on perception or reputation. Alignable doesn’t drill into the data or follow up to see specifically what’s driving these ratings. Still, it’s important information that reflects whether business owners would recommend these services.

You can see the full NPS list and discussion here.



via Marketing Land

Comments

Popular posts from this blog

How to Get SMS Alerts for Gmail via Twitter

How do you get SMS notifications on your mobile phone for important emails in your Gmail? Google doesn’t support text notifications for their email service but Twitter does. If we can figure out a way to connect our Twitter and Gmail accounts, the Gmail notifications can arrive as text on our mobile via Twitter. Let me explain:Twitter allows you to follow any @user via a simple SMS. They provide short codes for all countries (see list) and if you text FOLLOW to this shortcode following by the  username, any tweets from that user will arrive in your phone as text notifications. For instance, if you are in the US, you can tweet FOLLOW labnol to 40404 to get my tweets as text messages. Similarly, users in India can text FOLLOW labnol to 9248948837 to get the tweets via SMS.The short code service of Twitter can act as a Gmail SMS notifier. You create a new Twitter account, set the privacy to private and this account will send a tweet when you get a new email in Gmail. Follow this account …

Another SEO tool drops the word “SEO”

This guest post is by Majestic’s Marketing Director, Dixon Jones, who explains the reasons for their recent name change.
Majestic, the link intelligence database that many SEOs have come to use on a daily basis, has dropped the “SEO” from it’s brand and from its domain name, to become majestic.com. Since most people won’t have used Google’s site migration tool before, here’s what it looks like once you press the “go” button:

In actual fact – there’s a minor bug in the tool. The address change is to the https version of majestic.com (which GWT makes us register as a separate site) but that message incorrectly omits that. Fortunately, elsewhere in GWT its clear the omission is on Google’s side, not a typo from the SEO. It is most likely that the migration tool was developed before the need for Google to have separate verification codes for http and https versions of the site.
The hidden costs of a name change
There were a few “nay sayers” on Twitter upset that Majestic might be deserting it…

6 types of negative SEO to watch out for

The threat of negative SEO is remote but daunting. How easy is it to for a competitor to ruin your rankings, and how do you protect your site? But before we start, let’s make sure we’re clear on what negative SEO is, and what it definitely isn’t.Negative SEO is a set of activities aimed at lowering a competitor’s rankings in search results. These activities are more often off-page (e.g., building unnatural links to the site or scraping and reposting its content); but in some cases, they may also involve hacking the site and modifying its content.Negative SEO isn’t the most likely explanation for a sudden ranking drop. Before you decide someone may be deliberately hurting your rankings, factor out the more common reasons for ranking drops. You’ll find a comprehensive list here.Negative off-page SEOThis kind of negative SEO targets the site without internally interfering with it. Here are the most common shapes negative off-page SEO can take.Link farmsOne or two spammy links likely won’…