Story image

Why businesses should combine NPS with analytics

13 May 15

Businesses are being advised to combine NPS with analytics to enhance overall customer satisfaction, according to Teradata. 

The company claims businesses that rely on the Net Promoter Score on its own may be missing opportunities to improve customer service and increase customer retention. Instead, they should combine NPS with discovery analytics.

NPS is measured at a point in time to gauge the loyalty of a firm’s customer relationships. Teradata says an NPS score can be calculated in different ways and does not necessarily measure the customer’s experience of using the product.

Alec Gardner, general manager ANZ, Teradata, says, “Businesses should be using data analytics in conjunction with NPS to enhance customer satisfaction, and in many cases, even help predict NPS.”

“Doing this lets companies use data analytics to proactively seek customer sentiment using channels such as social media well ahead of the customer’s intention to contact the company,” Gardner says. ”Discovery analytics from big data sources lets companies gain new insights about competitors as well as their own products or services.”

He continues, “Some Teradata customers have been able to correlate customers’ experience of product and service usage with their NPS using the Aster discovery platform, so they can actually predict the customer’s intention well before they contact the call centre or respond to subsequent NPS surveys.”

By leveraging the customer contact notes and logs, Gardner says businesses can perform text analytics and use the insights gained to extend the life of their customers.

“Similarly, analysing call centre logs can provide a wealth of information about customers’ opinions on products and customer service,” he says. “This can help predict customer churn and let companies take preventive action to retain their customers.”

Commerce Commission report shows fibre is hot on the heels of copper
The report shows that as of 30 September 2018 there were 668,850 households and businesses connected to fibre, an increase of 45% from 2017.
Dr Ryan Ko steps down as head of Cybersecurity Researchers of Waikato
Dr Ko is off to Australia to become the University of Queensland’s UQ Cyber Security chair and director.
Businesses in APAC are ahead of the global digital transformation game
“And it’s more about people and culture - about change management - along with investing in the technology.”
HubSpot announces fund for 'customer first' startups
HubSpot is pouring US$30 million (NZ$40 million) into a new fund to support startups that demonstrate ‘customer first’ approach of not only growing bigger, but growing better.
Mac malware on WatchGuard’s top ten list for first time
The report is based on data from active WatchGuard Firebox unified threat management appliances and covers the major malware campaigns.
LearnCoach closes $1.5m seed round
The tutorials are designed for students who want to learn NCEA subjects but can’t make it to a physical classroom.
Bin 'em: Those bomb threat emails are complete hoaxes
A worldwide spate of spam emails claiming there is a bomb in the recipient’s building is almost certainly a hoax.
Marriott sets up call centres to answer questions on data breach
Marriott has released an update on the breach of the Starwood guest reservation data breach which affected 500 million guests.