Predictive NPS goes beyond traditional customer experience metrics by also measuring the satisfaction of people who don’t respond to surveys.
If you’ve ever conducted online surveys to measure customer satisfaction, you’ve likely heard of the Net Promoter Score (NPS). If you haven’t, it’s essential that you start using this powerful metric.
The Net Promoter Score, or NPS, is a customer experience metric that measures satisfaction through a single question , offering an indicator of growth for your company or product, on a scale of 0 to 10. The results are divided into three groups: scores from 0 to 6 for detractors, 7 and 8 for passives, and 9 and 10 for promoters.
The difference between NPS and other metrics is that it doesn’t measure customer satisfaction as a single, isolated event. Its primary function is to assess customers’ and/or users’ overall satisfaction with your brand and determine whether they would recommend it to friends or family.
Predictive NPS goes further
With the advantage of continuously monitoring NPS scores, it is possible, over time, to measure the impact of improvements and identify areas that still need attention.
However, traditional NPS has a limitation: it only provides information about customers who participate in the survey, leaving the opinions of those who don’t. Therefore, Predictive NPS ‘s main objective is to understand the portion of customers who don’t respond to surveys .
Additionally, it provides 100% customer visibility, enabling communication, engagement, and correction actions for both positive and negative cases. This allows us to improve the customer experience by promptly identifying potential promoters, neutrals, and detractors in our NPS measurement.
It’s important to remember that detractors and passives are just as important, if not more so, than promoters. Therefore, it’s crucial to develop specific strategies to address their concerns and convert them into promoters .
Predictive NPS Objectives
- Predict customer behavior : identify potential promoters and detractors before their actions manifest.
- Identifying drivers of dissatisfaction : detects patterns and profiles of dissatisfied customers and detractors, providing insights for operational improvements and customer communication.
- Improved customer retention/reduced churn : Customer loyalty and satisfaction are fundamental pillars of a business’s success. Predictive NPS helps with retention by identifying signs of dissatisfaction before customers cancel.
- Anticipate satisfaction and dissatisfaction trends : NPS goes beyond simple data collection; it transforms information into improvements, identifying trends and patterns that guide data-driven decisions for the development of improved products, services, and customer experiences.
- Increased effectiveness of marketing campaigns : By detecting customer dissatisfaction, it is possible to identify specific needs and direct personalized communication, focusing on these customers’ problems and implementing proactive measures to reverse dissatisfaction.
Predictive NPS at dhauz
At dhauz, we implement Predictive NPS through an analytical process that includes customer segmentation and persona design, taking understanding and visibility into the customer experience to a new level.
By combining recommendation systems, we can define, by segment, mindset, and experience (detractor or promoter), the best corrective, engagement, or offer actions, as well as the propensity for success and conversion.
This composite modeling uses Machine Learning (ML) and Artificial Intelligence (AI) techniques , combined with fundamental statistics, in a hybrid approach that integrates advanced analytics.
Case study
A major dhauz client in the telecommunications sector faced the challenge of increasing its corporate NPS. To achieve this, we implemented a predictive NPS model and the Insight Studio project, which allowed us to identify customers most likely to become detractors, as well as uncover the main reasons for this dissatisfaction and predict their NPS score.
This success story exemplifies how it is possible to establish priorities and create actions within the company to prevent customer churn and, at the same time, convert detractors into promoters.
To learn how to boost your customers’ satisfaction and experience, get in touch with us !
