[WOW WORLD Co., Ltd.] WOW WORLD releases “WOW engage “CX Score”, a CX solution that uses NPS(R) to easily understand brand awareness and compare with competitors Image
URL: WOW WORLD Co., Ltd. Press release: October 9, 2024 WOW WORLD releases “WOW engage “CX Score”, a CX solution that uses NPS(R) to easily understand brand awareness and compare with competitors ～Started as an extension service for the survey/form creation system “WEBCAS formulator”～
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Representative Director: Takuto Nishikawa, hereinafter referred to as New Stream), a member of the same group as Marketing Applications, in Kamikawa Town (Kamikawa District, Hokkaido, Mayor: It was developed for companies based on a customer satisfaction survey conducted in a regional revitalization project conducted at Sounkyo Onsen by Mitsuhide Nishiki. Understand your brand’s awareness and easily compare it to your competitors. This helps companies recognize their own issues and take steps to improve CX (customer experience). *NPS(R) is an abbreviation for Net Promoter Score, which is an index that measures how much a customer wants to recommend a product or service to others. It is used to evaluate customer satisfaction and loyalty (trust, attachment, loyalty). Net Promoter(R), NPS(R), and Predictive NPS(R) are registered trademarks of Bain & Company, Fred Reichheld, and Satmetrics Systems (now NICE Systems, Inc.). ■Development background Many companies are working to understand brand awareness and customer satisfaction in order to improve customer satisfaction and differentiate themselves from competitors. Generally, surveys using NPS(R) are mainstream, but the problem is that they are not easy to implement because they require high costs and specialized knowledge to effectively operate and analyze them. I did. Therefore, we have jointly developed the CX solution “WOW engage ‘CX Score'” with Marketing Applications. This solution is based on the findings of a regional revitalization project conducted by Marketing Applications and Newstream in Sounkyo Onsen. The hot spring is popular among mountain climbers and nature lovers as a tourist destination where you can enjoy the beautiful scenery of Daisetsuzan and the nature of the four seasons. In order to attract more tourists, the town first believes that it is important to deeply understand the needs of tourists, and has requested the cooperation of Marketing Applications and New Stream to develop detailed information using NPS(R). We conducted a survey. In this survey, we conducted an NPS(R) survey targeting tourists in Hokkaido who visited the same hot spring within the past year using the consumer panel “MAPps Panel” owned by Marketing Applications. Satisfaction levels were investigated from various angles and comparisons were made with other hot spring resorts. The town initially believed that “access (location)” was the biggest issue to overcome in order to increase tourist
satisfaction, but the results of this survey revealed that “food” actually needs to be strengthened. It became clear. Based on these results, the town is currently stepping up efforts to enhance its meals as a tourism resource, and in the future aims to further improve CX for tourists throughout the region.
https://prcdn.freetls.fastly.net/release_image/79999/135/79999-135-0ac85bc785daa9569d9931ea22045d13-1181×515.png As a result of an actual survey, it was found that the region needed to update its “food” to improve its attractiveness. Analysis in comparison with other hot spring areas Based on the survey results and insights, we and Marketing Applications improved the survey design and developed the WOW engage “CX Score” for businesses. It will be operated in conjunction with the survey/form creation system “WEBCAS formulator” provided by our company and Marketing Applications’ consumer panel “MAPps Panel”. ■Service overview “WOW engage “CX Score”” uses the NPS(R) survey questionnaire template prepared in advance in our “WEBCAS formula” and conducts the survey in conjunction with “MAPps Panel”. Additionally, the “WEBCAS formulaulator” also provides questionnaire templates for NPS(R) surveys targeting your own customers. Companies that have introduced it can easily and easily conduct comprehensive research, measurement, and analysis of brand awareness and customer satisfaction. Specifically, it has the following characteristics. • Understand brand awareness: Leverage consumer panels to compare your brand awareness to your competitors • Comparison of brand power and competition: Through NPS(R) research, you can visually compare the brand power of your company and that of competitors and clarify issues • Objectively understand customer satisfaction: Customer surveys can be biased, but by using a consumer panel, you can collect satisfaction data from various angles • Companies that have already introduced the WEBCAS formulator do not need the additional cost of survey creation: The only cost incurred is the usage fee for the consumer panel “MAPps Panel” used in the survey • Low-cost implementation is possible by using templates: We have created a template report file that allows you to analyze and extract issues from survey results. Companies can visually understand their issues at low cost Click here for details on WOW engage “CX Score”: https://www.webcas.jp/formulator/feature/cxscore/
https://prcdn.freetls.fastly.net/release_image/79999/135/79999-135-471e2844e6c1eed0ae5ff7e70c4b78c8-1344×713.png Sample report. Visualize issues from NPS(R) surveys of consumer panels and your own customers based on demonstration experiments ■Price • The price starts from 198,000 yen (WEBCAS formulator subscribers do not need to pay the initial fee of 50,000 yen to use the system and the monthly fee of 30,000 yen) *The target number of responses is 100 respondents for 1 brand NPS(R) (300 respondents in total, assuming a survey with 3 brands). However, the maximum number of respondents for the entire research will be 1000 people. Additional costs will be incurred if you wish to collect more than 1000 people per research. Additional charges will apply if you wish to add brands or increase the number of samples. If using overseas research (overseas panel), a separate estimate will be provided. • Flexible questionnaire design and research possible according to company needs • Paid consulting services for NPS(R) design, analysis, and policy proposals by New Stream are also available ■Future outlook Through the WOW engage “CX Score,” we help companies strengthen their brand penetration and differentiate themselves from their competitors. We will continue to work with Marketing Applications and Newstream to actively develop new solutions to improve corporate CX. ■About WOW WORLD Co., Ltd. WOW WORLD helps companies solve problems in their marketing activities and customer success through the planning, development, and sales of WEBCAS, a communication system centered on email distribution and form creation, and WOW engage, an engagement solution. [Main business details] ・Development and sales of communication system “WEBCAS” series ・Development and sales of engagement solution “WOW engage” ・Consulting and production of email content and web surveys
[Established] April 1995 [Head office location] 7-20-9 Nishigotanda, Shinagawa-ku, Tokyo [Representative] Kazuo Mino, Representative Director and President [Capital] 100 million yen [URL]
https://www.wow-world.co.jp