NPS BASICS AND BEYOND
NPS Reporting Should Demonstrate Alignment with Company Strategy
NPS and Corporate Strategy

NPS Reporting Should Demonstrate
Alignment with Company Strategy

key takeaway

NPS reporting is a great way for CX leaders to demonstrate their understanding of, and alignment with, company business strategy.

Best Practice

An example of the most common questions asked by those who receive a CX report for the first time is, “I see the NPS for my business unit is 38. Is that good or bad?” Competent customer experience leaders must report the answer to that question and to many others. Your approach to that task should demonstrate an understanding of company strategy and seek to reflect and inform it.

First, consider the top-level question: what is a good score? The answer is that a good score is one whose trend is better than that of the main competitor. After all, if you improve, but your main competitor improves more, your competitor will take market share from you. If you don’t happen to have any competitive information, a good score is one that is better than your previous one.

That said, the most important effort to be made is to put the aggregate results and possibly individual subsets into the context of the overall company strategy. If, for example, the number one strategic priority the company has set for the year is the opening of subsidiaries in five new countries, it is critical to be able to report on customer experience for those countries. Otherwise the CX leader will appear to be a disconnected report card producer rather than a full team member.

But what if you don’t have any data for the new countries? This is where stories must enter into play. Talk to local staff in the new countries to understand what is going well and where they are having competitive challenges. Do your utmost to get direct quotes from customers that reflect these realities. “It is fantastic to see Acme here in Brazil. We finally have a good alternative to Cartelco.” And if it has not yet been practical to survey customers, you can still ask your Brazilian employees how likely they think customers are to recommend your company and why. Doing this will be far better than appearing disconnected from corporate strategy.

The same general principle applies to reporting on subsets of the overall corporate business. Understand the business unit or functional strategy and make sure CX reports are prepared in a way that makes them relevant.

go beyond basic nps reporting

It’s very common for colleagues and executives to challenge the data from NPS programs, even when these foundational best practices are in place. Those challenges often expose the hard truth that customer experience data is not good enough. Even smart analyses and weighting strategies aren’t enough to overcome the fundamental deficits in the underlying data set. There’s no way around it: You’ll need more complete data to build a program that delivers real outcomes. To get there, download our guide, take our comprehensive training course, or read about the future of NPS.

REPORT

The Complete Guide to NPS Basics and Beyond

TRAINING

Leading an Outcome- Oriented
CX Program

REPORT

The New NPS
Manifesto

REPORT

The Complete Guide to NPS Basics and Beyond

TRAINING

Leading an Outcome- Oriented
CX Program

REPORT

The New NPS Manifesto

ABOUT OCX COGNITION

OCX Cognition delivers the future of NPS. We ensure customer experience success by combining technology and data science with programmatic consulting. In our Insights section, we present a comprehensive and evolving collection of resources based on our research and expertise, collected for CX leaders committed to delivering business outcomes.