Why You Should Be Tracking Customer Surplus Value

How much value are your customers getting from your products? Net Promoter Scores are one tool to answer that question but the authors offer another: Customer Surplus Value. The idea, drawn from economics, is to ask customers how much money they’d need to be given to give up your product for a period of time. The more money it would take for them to accept, the more valuable the product. An experiment at LinkedIn shows how this measure complements NPS scores as a way of measuring customer satisfaction.