We analyzed 22,641 verbatims from a retail NPS survey in 2 minutes. This is what we found.

We analyzed 22,641 verbatims from a retail NPS survey in 2 minutes. This is what we found.

Why has traditional text analytics failed CX?

Why has traditional text analytics failed CX?

Playbook: Revenue-accountability for the insights-driven business

Playbook: Revenue-accountability for the insights-driven business

How to measure the ROI of your Customer Insights program

How to measure the ROI of your Customer Insights program

Kapiche Insights Hub
The limitations of NPS

The limitations of NPS

Much has already been said about the limitations of NPS as a measure of customer loyalty. Where NPS falls down is clearly in the way it buckets customers into three broad categories of promoters, passives and detractors.

NPS Weighting—Should You Do It?

NPS Weighting—Should You Do It?

Insights teams are judged by their ability to provide high impact insights to decision makers that they can use to decide what to do next. Relying solely on unweighted data could jeopardize your ability to do that.

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