NPS BASICS AND BEYOND
Turning NPS Data to NPS Insights You Can Use
Actionable NPS Insights

Turning NPS Data to
NPS Insights You Can Use

key takeaway

Actionable NPS insights are a step up from NPS data, and getting there requires excellent analytics. Simple reports on CX performance are not enough to illuminate the elements of customer experience need to be prioritized for improvement.

Best Practice

NPS data is just data until you use analytics to transform data to insight. Prioritize making your insights actionable so that you can do what matters: improve the customer experience.

A critical step in making sense of customer feedback is identifying where to focus when it comes to enacting change. Unfortunately, we see many companies continue to report NPS and even set NPS targets without identifying and acting upon specific improvements that will impact NPS. Vague platitudes such as “Put the Customer First”, while good for increasing organizational awareness, do little to direct decision making.

Analysis of data tied to journey drivers will yield the greatest insights, particularly when operational and financial data sources are integrated with your survey data. Analytic tools range from basic correlation to sophisticated AI models, with the level of sophistication mirroring the depth of your insights, from a retrospective view indicating what happened to a forward-looking view of what will happen.

If you are new to CX survey analytics here are some helpful guidelines:

  • Begin by examining components of the overall customer journey in terms of correlation to NPS.
  • Look for differences in the journey experience by NPS category – Promoter, Passive, Detractor.
  • Look for differences in the journey experience by key customer segments.
  • Identify “moments of truth” along the customer journey, meaning those interactions where the experience is highly correlated to likelihood to recommend.
  • Sharpen your understanding of which variables have the greatest impact by applying regression (the impact of a change in one or more variables on NPS) or relative impact analysis (the impact of each individual independent variable in relation to all variables on NPS)
  • Gain additional perspective by analyzing open comment text by theme and sentiment. Text analysis provides an additional perspective on customers’ top of mind thoughts and sometimes yields interesting competitive learnings. However, even when volume by category is high, text analytics is more limited than quantitative analytics when it comes to understanding how impactful the issue is.
  • Prioritize 1-2 moments of truth seen in high value segments for action planning

The steps above can provide valuable insights from your survey data determining what matters most to your customers NPS performance. However, organizations today need insights on the experience of all customers. You need to predict what your customers will do in order to make better business decisions. This link can now be made through a predictive model, Spectrum AI.

When building a predictive model, the underlying data sources are key. Relying solely on survey data is inadequate as it represents a small portion of your customers base and becomes less relevant rather quickly due its periodic nature.

To achieve next level insight companies are expanding the data sphere beyond survey feedback to include operational KPIs and financial data. Machine learning and predictive analytics are applied to this richer data set to deliver Spectrum NPS, an evolved, better NPS which is enabling organizations to make even better decisions in real time, ultimately delivering transformative business outcomes.

go beyond basic nps analytics

Just as you can only act on what you know, you can only analyze the data you have. Even the most comprehensive, multi-part attitudinal data will only ever cover a fraction of your customer base. Visionary programs use analytics that incorporate machine learning to transform operational data into customer insights, with attitudinal data as a critical tool for calibration. 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.