NPS BASICS AND BEYOND
NPS Results Presentations that Achieve Action Accountability
Presenting to Drive Improvements

NPS Results Presentations that
Achieve Action Accountability

key takeaway

Presenting NPS results and engaging your organization to take action should go hand in hand so that stakeholders perceive the value of the program and of NPS.

Best Practice

When planning for results presentations we recommend you begin by giving thought to how to organize the results. Here are some key considerations:

  • NPS is a relative, not absolute performance measure so your numerical score may not matter. What matters is your score relative to your company and relative to your industry competitors. Initial focus should be on NPS relative to your business, in the context of trends over time and average performance across areas of the business.
  • Establishing a baseline requires time, adequate volume, and data consistency. Three periods of data collection are generally sufficient to establish a baseline. In a B2B environment, where you are not surveying the same customers each quarter, evaluating comparable respondent data sets is an important consideration in establishing a baseline.
  • Deltas are the most interesting points, warranting investigation to understand the underlying factors. Keep in mind that some changes are meaningful, while others where the change is slight, are not.
  • There is value in looking at the distribution of your NPS categories – Promoters, Passives, and Detractors – to understand the relative percentages.
  • Additionally, understanding the differences in the experience of these three customer segments allows you to replicate the Promoter experience.
  • NPS by business line and/or key segment is another valuable view,

As a general rule, the score should not be adjusted, but understood in context. Scenarios such as these need to be communicated along with results:

  • A one-time event either within your business, e.g. a product recall, or within your industry, e.g. regulatory change
  • Cultural differences seen across the globe in scoring practices

Your next challenge is crafting your presentation in such a way that engages your audience while clarifying action accountability. These are our suggestions:

  • Consider crafting the presentation in a story telling mode to maximize group engagement.
  • A few customer narratives or comments which support data analytics bring the human factor into the data and resonate with the audience.
  • Actions being proposed for consideration should have leverage. The impact of proposed actions on NPS and financials must outweigh the effort and investment required to institute the change. Relatively modest changes can have relatively high impact and should be prioritized.
  • Accountability for action prioritization and implementation is the ideal outcome of a results presentation.

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.