Customer experience management reporting tools for Net Promoter success - by Quality Solutions Inc

NPS®- Performance Reporting

 

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Regardless of whether you will conduct Relationship surveys or Transaction based surveys your management team will have a variety of IT solutions to support performance reporting and analysis. The scorecard or NPS dashboard is the basic starting point. The NPS dashboard has three functions:
  1. It shows you your NPS
  2. It shows your competitor’s NPS
  3. It shows any trends over time


Using the goal setting tool, the dashboard can show how well you are performing to goal. For companies conducting multiple NPS surveys along various customer touch points, it can be set up to compare performance along each touch point.

Another feature of the dashboard is the analysis of the drivers of customer loyalty. This is where qualitative and quantitative tools are combined to identify the primary and secondary drivers of customer loyalty. Statistical modeling is used to identify the relative importance and influence of each driver on customer satisfaction and loyalty.  

Each verbatim (open-ended response) is cross-tabulated to its score and customer profile for easy follow-up.

Spider charts are used to easily point to weaknesses in relative comparison to other primary drivers.  Our goal is to make it easy for you to manage your NPS program.    

The goal of any reporting process tool is to get the necessary information in the hands of executives, managers, and customer contact personnel quickly, efficiently, and in a format that is easily understood. The reporting process will put the right information in the right hands to impact customer loyalty and improve the total customer experience.

Reporting tools are designed to meet the specific needs of each client. Most companies will want a simple and effective system. For large, complex enterprises we may offer performance reporting solutions through partner arrangements.

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Frequently our research studies require the blending of tactical reporting tools such as the NPS dashboard with detailed reports which may blend more traditional market research methods including:

  • Assessment of Customer Satisfaction
  • Competitive Comparisons by Key Driver
  • NPS Driver Analysis / Buying Criteria
  • Price / Value Analysis
  • Brand Awareness and Distinctive Competence
  • Performance Improvement Profiles
  • Customer-Centric Improvement Plans
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Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.