- Home
- Predictive NPS
Predictive NPS
NPS is the go-to metric for all major omni channel companies. It evaluates their client’s satisfaction, but DHAUZ can go a step further and apply a predictive model for NPS and engagement quantification in each experience trigger along the company and the client relationship.
NPS: a great metric, but not enough
Net Promoter Score is a very popular metric among Customer Experience professionals, as they use it to get a sense of what is the client’s satisfaction level with a brand or product. NPS R is calculated by asking clients how likely they are to recommend the brand or product to the friends and family, rating their likelihood in a scale of 1 to 10.
All answers are than grouped into three categories: detractors, whose ratings were 1 to 6; passives, with ratings 7 and 8; and promoters, who rated themselves 9 or 10. The final NPS is calculated by subtracting the total percentage of detractors from the percentage of promoters. Positive NPS indicate that there are more people promoting that brand.
NPS has
two main issues
It is based on a sample that has only the clients who choose to answer the research. Your company will still be lacking information about those who didn’t.
It does not show what are the actions you need to take to improve your client’s satisfaction.
DHAUZ can help with Predictive NPS
The main goal for using Predictive NPS is to be able to understand those clients who chose not to answer your NPS research. It gives you an overall view of the satisfaction level of 100% of your clients, enabling better communication, higher engagement and improvements for both promoters and detractors.
Here are the main benefits:
Overall visibility of the satisfaction level of all your clients, even for those who never answers your NPS questions
Identification of patterns and insights regarding the client’s experience, pain points and typical behaviors
Enables you to reinforce the experiences that generate promoters and to correct and improve actions that might be creating detractors
Combining this with other analytics methods you can extract better insights from written feedback and map more efficiently the experience and triggers.
How to combine analytics methods to capture value
- DHAUZ uses the Predictive NPS with an analytical process for client segmentation and persona design to take the understanding and visibility of client experience to a whole new level
- Combined with recommendation systems, it can determine for each segment, mindset or even for each detractive or promoter experience, what should be the best action for changing the client’s perception, for getting higher engagement and for new offers. It can also show you the calculated conversion propensity.
- Our combined methodology leverages ML and AI in addition to essential statistics for a hybrid approach of advanced analytics.
