That means at the moment that Sage will neither reward nor punish VARs based on their scores. It seems likely some use of the carrot will emerge. Sage's customer experience staff was already utilizing the tool and Deshaies said he studied its use, in particular the verbatim reports from end users, not just the raw scoring. Sage surveys all customers annually, although not simultaneously. The Sage NPS Program gives resellers free access to their Net Promoter Score and likely-to-recommend score quarterly. Deshaies says the system can prove of great value to resellers in running their businesses. He said they will "there is an opportunity to provide better service if they can identify problems early on."
SAGE TO USE NET PROMOTER Featured
Sage North America is going to use the Net Promoter System to assess how end-user companies view reseller performance. In its most basic form, Net Promoter takes the number of customers who would not recommend a product or service and subtracts those from the number who would recommend them. "We want to make it more of an educational partner experience at this point," Don Deshaies, Sage's VP of product management said. "I think over time there is an opportunity to evolve benefits."
