NPS BASICS AND BEYOND
Spectrum NPS: The Evolution Is Here
Spectrum NPS

Spectrum NPS: 
The Evolution Is Here

key takeaway

Historically, Net Promoter Score has been derived solely from survey data, but this approach, called Survey NPS, is fundamentally limited. Forward-looking organizations build programs based on Spectrum NPS, a more powerful metric that includes operational data and relies on machine learning.

Best Practice

CX leaders are well aware of the limitations of survey data. It represents a small percentage of customers, is gathered only periodically, is strictly attitudinal in nature and often poorly structured due to less than optimal survey design.

Spectrum NPS is future of NPS. It still classifies customers into 3 categories –
Promoters, Passives and Detractors – that behave differently and have different economic outcomes. The advantage is that Spectrum NPS enables organizations to continually engineer outcomes that are more targeted and aligned with corporate objectives.

How does this happen? It’s all in the underlying use of real-time operational data. Spectrum NPS programs continue to use attitudinal data collected by surveys, combining feedback with attitudinal data with the operational data created by customer events and continually collected in various systems throughout the business.

Spectrum NPS analytics use machine learning to build continuous predictive Net Promoter Scores for 100% of your customers. This means business leaders have relevant NPS information in their hands on every customer all of the time. Because Spectrum NPS analytics uses operational data, customer attitudes can be directly traced to the various operating KPIs used by teams throughout the organization.

Spectrum NPS provides a superior measurement and creates real-time NPS programs that drive constant, targeted improvements.

go beyond basic nps metrics and scales

Foundational practices related to NPS metrics look primarily at data you get when seek direct feedback from customers. It’s limited by response rates – a problem that only gets worse over time – and response bias. Taking metrics to the next level means transforming robust, always-on streams of operational data into calibrated, AI-created scores, so that you have a personalized Net Promoter Score for every customer based on their ongoing interactions with your company. 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.