Net Promoter Score: Beyond Measuring Customer Satisfaction

Net Promoter Score: Beyond Measuring Customer Satisfaction The Net Promoter Score (NPS) is becoming the standard metric for measuring customer satisfaction. NPS provides an industry standard, quantifiable, and easy to institutionalize metric that is tightly tied to the customer journey. NPS measures the successful outcomes of loyalty and advocacy but may not explain what drives the score. We can go beyond the traditional metric to derive of 1 point improvement in various service delivery attributes on NPS score. Those attributes that are most important for all customers are identified at a corporate level, and it provides further scope of improvement.   Download the whitepaper

Online Promoter Score   The growth in internet usage has facilitated customers in sharing, connecting and interacting with brands and individuals easily through various social platforms.  This in turn has caused a plethora of information to be piled up on a lot of service review and social media sites as customers are freely speaking about their brand experiences.    Employee Promoter Score   Employee Promoter Score is a method to bring transparency in the company where employees have to recommend their workplace on a scale of 0 to 10.  Loyal and engaged employees are enthusiastic about their work, affect other employees positively, provide better customer experiences, create energy within the organisation and give good feedback and creative ideas.

Download the thought paper   In this document, we speak about statistical analysis on top of NPS that makes it richer and more meaningful for managers. Moreover, we look briefly on other areas of the score potential usage, including Online Promoter Score and Employee Promoter Score.   Download

About Grapal   Grapal is a Data Science consulting start-up with a passion for Analytics. Our goal is to create niche, actionable analytics solutions that provide lasting and meaningful competitive advantage for our client's brand and their audience through smart thinking and actionable insights. We are a diverse and spirited group of engineers and scientists who are accomplished analytical thinkers and passionate problem solvers. Contact   Phone Numbers  India: +91 80 6757 7832  US: +1 (914) 455-0557  Fax Number: +91 80 6757 7898  Email: info@grapal.com

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