Frequently Asked Questions

Traditional NPS asks customers to rate a single brand in isolation, using a 0-10 scale. SCORE Metrics places your brand in its competitive context by having respondents sort all relevant brands and distribute 100 points among them. This approach provides a more accurate picture of your true market position relative to competitors.

SCORE Metrics is flexible and can work with customer lists of any size. However, for statistically significant results, we recommend a minimum of 100 contacts. The more contacts you provide, the more robust your results will be, especially if you want to analyze specific segments of your customer base.

We take data security seriously. Your customer contact information is used only for the specified project and is purged from our system after the study is complete. All data is stored securely, and access is limited to authorized personnel. We comply with industry best practices for data protection and privacy regulations.

Yes! Our dashboard allows you to view trends over time, making it easy to track how your competitive position changes. You can view results by day, week, month, quarter, or year, depending on your needs and the duration of your data collection.

While the core SCORE Metrics methodology focuses on two key questions for competitive positioning, we do offer custom research add-ons that allow you to include additional questions and analysis. These can be discussed during the project setup phase.

Your dashboard is updated in real-time as responses come in. This means you can start seeing results as soon as your first customers complete the survey, usually within 24 hours of launching your project.

We use a subscription and volume model with two delivery options. A base platform fee covers infrastructure and dashboard access, then you pay a per-contact rate that scales with your study size. In managed mode, we handle the outreach via your chosen channel (email or SMS) for a flat $50 outreach handling fee. In self-serve mode, you distribute survey codes using your own email/SMS provider — no outreach fee. Optional professional services like white-label branding and consulting are available as add-ons. Volume discounts apply for larger studies. Use our Order page to get an instant estimate, or contact us for a custom quote.

In managed mode, SCORE Metrics sends the survey invitations to your customers using email or SMS. We handle outreach retries and reporting. In self-serve mode, SCORE Metrics generates anonymous survey codes for you, and you distribute them using your own email or SMS provider. Self-serve keeps your recipient list entirely private and costs less because there is no outreach handling fee. Both modes give you access to the same dashboard, analytics, and competitive context insights.

You can add additional competitors at any point during your project. However, keep in mind that data collected before and after the addition will need to be analyzed separately to ensure accurate comparisons. It's best to include all relevant competitors at the start of your project.

Yes, all data collected through SCORE Metrics can be exported in Excel format for your own analysis. The dashboard includes export functionality that gives you access to both raw data and aggregated results.

While the SCORE Metrics dashboard is designed to be self-service with intuitive visualizations, we do offer optional consulting services to help you interpret results and develop actionable strategies. Contact us for more information about these services.