What we doDesign and implement customizedNPS programs with driver analyticsusing attitudinal, CRM, and machinedata.
Deliver full NPS program solution for deployment as an online live dynamicdashboard either in-cloud oron-premises.
Simulate NPS driver improvementimpact for maximum effectiveness.
Client BenefitsCostReduce NPS program cost by 30%+ inthe long run.Integrated common goalGalvanize all stakeholders teams arounda shared NPS understanding and goal viaclear connection to NPS.ActionableAchieve tangible improvement in NPS viahighly actionable direct connection tokey NPS drivers.
Net Promoter Score (NPS) program formeasuring and improving customer loyalty
Deep dive into NPSprogram goals and
drivers with allstakeholders
Create NPS programwith data collectionincluding machinedata, CRM data,
and survey
NPS trial run to validate
Post validation,full NPS solution is developed anddeployed in cloud or on-premises
NPS data iscollected either
at regular cadenceor continuously
NPS driver solutionis automatically
applied
Actionable insightsare derived foreach key NPS
driver
Periodically NPSsolution is retrained
to improve changingmarket conditions
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Process Flow
PromotersPassiveDetractors
0 1 2 3 4 5 6 7 8 9
Consistent and proven methodology tomeasure NPS and deriving most impactfulNPS drivers with clear actionable insightsfor our client.
NPS, a measure of Customer Satisfactionand Loyalty, is a multi-dimensional metricwhich is affected by several teams in theclient business. It is critical to have a buy-infrom multiple stakeholder teams.
Problem StatementWe developed a robust multi-touch NPSprogram tailored to the client business.Derived stable NPS drivers using uniqueand proven methodologies.
Insights on how to improve NPS, enabledclient to make visible improvements acrossfunctional stakeholder teams that resultedin 10% points+ NPS improvement.
Our Solution
[email protected]+1 (650) 285-1473www.nikoways.com
