Earned Advocacy Score (EAS)
Why is it useful?
The Earned Advocacy Score (EAS) measures real-world user behavior by tracking actual recommendations or discouragements of your product. This helps you understand customer satisfaction through their actions, not just intentions, giving you more actionable insights for improving customer relationships and product offerings.
How to get started:
Once you have setup the Formbricks Widget, you have two ways to pre-segment your user base: Based on events and based on attributes. Soon, you will also be able to import cohorts from PostHog with just a few clicks.
What is the Earned Advocacy Score (EAS) template mostly used for?
The Earned Advocacy Score (EAS) provides a more pragmatic approach to measuring customer loyalty than traditional metrics like the NPS (Net Promoter Score). Rather than asking users whether they *would* recommend your product, EAS focuses on past behavior by directly asking if they *have* recommended it to others. This shift ensures that you collect feedback based on actual experiences, giving you a clearer view of customer sentiment.
EAS goes beyond simple recommendation tracking. For users who have recommended your product, follow-up questions delve into the reasons behind their advocacy, helping you pinpoint what features or services resonate most with customers. This allows businesses to enhance these areas and potentially increase customer referrals.
On the flip side, EAS captures feedback from users who have discouraged others from using your product. Understanding these negative experiences is equally valuable, as it helps you identify pain points that could lead to churn. The survey gathers detailed insights into what factors contributed to users' dissatisfaction, whether it’s product functionality, customer support, or other areas.
By combining both positive and negative advocacy data, EAS gives you a balanced view of your customer base. The survey's insights can drive key improvements in product development, customer service, and marketing strategies. It also provides actionable feedback that can help your teams prioritize features or fixes that directly impact user satisfaction and loyalty.