B2B social network Alignable is doing something very interesting. It has started surveying its small business members and generating NPS rankings for a wide range of companies that serve that market.
This past week it released its second “report” using these data. Below are what the company calls “the three pillars of SMB buying decisions”: ease of use, customer service and business practices. It’s not entirely clear what “business practices” means here.
The following list shows the 20 “most rated” SMB brands, from highest to lowest rated (NPS). Google is the top-rated brand (although it’s not clear what these SMBs are responding to in “Google”). The lowest rated brand on the list is Yelp. Facebook is #7.
I assume the question that generated the list above is, “would you recommend?” I’m not certain what additional questions are being asked by Alignable about SMB experiences with these companies. I do know they have deeper data than this.
This is a presumably a holistic assessment of the SMBs’ experiences with these various brands. So “Google” or “Facebook” would mean a broader experience than simply AdWords, GMB or Facebook ads.
What inferences or conclusions might you draw from this list? Or do you dismiss it? If so, why?