Get the "Why" behind Your Net Promoter Score
The Net Promoter Score (NPS) has been widely embraced as a standard measure of customer experience because it has demonstrated a high correlation to growth.Island Data identifies the key drivers behind your Net Promoter Score so you can quickly develop an action plan to address your customers' needs.
- Understand why promoters are promoters and why detractors are detractors. Island Data's analytics clearly explain, in the customers' own words, the specific aspects of their experience with your company's products or services that cause them to be promoters or detractors. Feedback is coded into categories that are correlated to Net Promoter segments. For example, you might learn that promoters love your tech support but that detractors are alienated by pricing.
- Receive early warning alerts for emerging trends. You will be able to determine, on a real-time basis, the specific issues that have the potential to affect NPS. Examples might include a product quality or service issue in need of immediate attention or a new product release from a competitor.
- Identify and track changes in tone, most critically, in dissatisfied promoters. Is there a negative tone trend in your promoters? If so, Island Data will identify the trend and explain changing customer sentiment before it impacts your business.
