If you include the Net Promoter Score (NPS) in your customer experience program as a valuable source of information, you may find this whitepaper an interesting read. At D&M Research, we have heard some of the concerns around NPS – and decided to do what we do best – turn to research to help analyse two important aspects of NPS and customer experience data:
Actual customer behaviour: What are customers doing?
Sentiment: What are customers saying?
Then we took it one step further and answered the question:
Using what we now know from our research, what more can be extracted from existing NPS data to help inform a customer experience strategy and plan?
This white paper not only outlines our research methodology and findings in detail, but also aims to provide solutions to the long-standing issues with NPS. See examples of how our 5 New Ways to Revitalise Your NPS can lead to actions that could positively impact customer experience:
The research won Best Paper at the 2017 Australian Market & Social Research Society’s National Annual Conference.
*Robyn Ordman is the author of the award-winning paper "5 New Ways To Revitalise Your NPS Program" and a Research Consultant at D&M Research.
© 2018 D&M Research Pty Ltd