The Newbridge Advocacy Score quantifies customer satisfaction: yours and your competitors'.
Here is how it works and why.
Today's sources of insight
Each common source of customer insight falls short in a different way.
| Source | Where it falls short |
|---|---|
| Consulting and research firms | Weeks of work and a sizeable fee, typically reflecting a single point in time. Competitors' customers can be reached, but in limited numbers and at substantial cost. |
| Your own surveys, win-loss notes and feedback boards | Only reaches customers who answer and seldom those who left; results depend on who is asked and how. |
| Competitive intelligence tools | Increasingly built with AI capabilities, these tools typically require you to bring your own data, materially limiting the value to you. |
| Review sites | Not built for structured comparison; each site has substantial positive or negative skews that can lead you to the wrong conclusions. |
| General AI tools (LLMs) | Miss many of the evaluations that targeted collection finds; sources are often unclear or out of date; counts are stated rather than measured; the answer can change between runs. |
Our approach
Here is how the Newbridge approach addresses these shortfalls.
Reaches customers you don't survey today, yours and your competitors'
- Thousands of customer evaluations in a typical study
- Public forums and review sites, for you and your competitors; we read what customers have already written and do not contact them
- Non-customers and fake reviews filtered out, and each source's bias adjusted for
A validated measure of customer satisfaction, aligned with future growth
- Scored from what customers write, not just the stars: in our growth test below, ranking by star ratings showed only a 1.2x difference
- Every finding can be traced to its sources
- Validated methodology: analysis showed that companies with the highest Advocacy Scores had 2x the revenue growth of those with the lowest
Adjusts for biases that every review site and opinion forum has
- Every review site and opinion forum has built-in biases, some very positive, others quite negative
- Invited reviews, and fake reviews placed by vendors, can skew results further
- The Newbridge Advocacy Score removes these biases to give you a balanced and objective measure of satisfaction, no matter where reviews are sourced from
How it works
We find customer evaluations, sort them into topics and compute the scores, correcting for where each was written.
Find
We collect customer evaluations of you and your competitors from public sources:
- Category-specific review sites
- Social media with category-specific conversations
- General ratings and complaint sites
Categorize
We categorize reviews into industry-specific topics and subtopics:
- Topics are specific to the industry, so the topics relevant to customers are captured
- Advocacy Scores can be broken down by topic and subtopic
Analyze
We compute the scores for each organization, with breakdowns and summaries by topic.
Why you can trust it
We put the Advocacy Score to the test: companies with the highest Advocacy Scores had twice the revenue growth of those with the lowest.
93publicly listed software companies
about 133,000customer evaluations from established review sites and social platforms
9 yearsof customer evaluations