NPS BASICS AND BEYOND
Uncovering the Valuable CX Data Hidden Within Your Business
Operational KPIs

Uncovering the Valuable CX Data
Hidden Within Your Business

key takeaway

Operational metrics aligned with the customer journey and tied to NPS are a rich source of data that can deepen your insights on the customer experience and amplify the impact of your program. They are a key part of Spectrum NPS.

Best Practice

NPS, the industry dominant attitudinal metric, is the brand measure of the total customer journey, encompassing both the rational and emotional aspects of loyalty. Traditionally, companies have turned to survey responses about the drivers of satisfaction and to open-ended comments to help them understand the factors behind customer loyalty.

Relying solely on survey responses to understand the causes of loyalty presents a few challenges. For example, the data set will always be limited, and will always be limited to self-report, rather than observation. To overcome the challenges of survey-only data, we recommend combining your attitudinal data with operational data, which by nature is more objective and quantitative.

Here are the types of operational data you should work to include:

  • Customer Profile Data
    Demographics, contact details, psychographics, etc.
  • Customer Behavior Data
    Visits, clicks, views, events, actions taken
  • Customer Transactional Data
    Purchases, renewals, returns, licenses, etc.
  • Customer Engagement Data
    Usage, consumption, interactions etc.
  • Customer Service Activity Data
    Service calls, chats, web sessions
  • Operational Performance KPIs
    On-time delivery, first call resolution, uptime, etc.

To effectively combine operational data with survey data to create insights into customer behavior, you’ll need analytics driven by machine learning. Algorithms use survey data to continuously calibrate your understanding of operational data, delivering reliably, predictive scores delivered by Spectrum NPS. Spectrum NPS produces complete, continuous insights connected to business operations and outcomes.

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.