Recently I fielded a really common question: How do you process NPS survey data? And how do you use it to make changes? Let's go a little deeper on the topic here....
Everyone loves a good story. Insights teams need their work to be understood by their audience. In this article let’s explore some fundamental principles behind effective storytelling so your next feedback analysis is understood, actionable and has a tangible impact on overall customer experience.
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.
You might think you have your tech stack sorted for insights, but do you? Insights teams should be proactive about finding those 'unknown unknowns' in their customer data. Look for technology solutions that help do this at-scale.
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.