NPS Analysis
Customer Challenges
A large retail company sends out 20 to 30K surveys per week, each with 30+ questions on satisfaction.
Company would like to understand:
- The effect individual feedback surveys have to revenue
- What the key satisfaction KPI’s are.
Solution
Over a 3 month period, we worked with the client to understand their key business questions. This began with an innovation workshop with key business and IT stakeholders, followed by a structured analysis of muitiple datasets covering different aspects of the company’s interactions with their customers like the survey questions asked of customers, customer segmentation labels, store location, store visit spend, competitor promimity metrics, in-store tech to name a few.
Benefits
AI models were then built to model detractors versus promoters so that the retail company could understand the key indicators of what made customer detractors versus promoters. Further analysis of spending patterns of promoters versus detractors gave the retailer insight into the relative value of spended to improve various aspects of their service to their customers.
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Let's explore the art of the possible