NPS Management is a well-known social phenomenon in which a happy customer talks about you to three friends while an unhappy one talks to thousands.
Today’s customer wants maximum value for every penny spent on a product or service; therefore, organizations strive to improve customer satisfaction levels, turning a consumer into your authentic brand promoter. With rapidly shifting customer loyalties, we can help you provide an end-to-end solution to gain insights into customer satisfaction. Our professionals have tons of experience in customer experience management, from the point of survey design to the generation of ideas for NPS improvement.
NPS Survey Design
So many surveys have a split personality due to a lack of design goals. We focus on stamping out ineffective processes and lousy survey frameworks. Our team can help your organization ask the right questions to the right audience at the right time through the proper technique to help you understand your promoters and detractors with increased clarity.
NPS Deployment
Deployment of surveys is not just a bunch of questions for the consumers to respond to. Gathering meaningful information that reflects accurate customer perception about your service is an art. Each survey is unique, with requirements specific to its target audience.
Customer Surveys and Market Research Surveys are most economically accomplished with online surveys. The need for paper or telephone surveys in the last few years has been eliminated with proper sampling techniques.
MK Deployment services are designed to implement end-to-end net promoter methodology effectively and effortlessly. With over 5 million responses, we have helped organizations across industries and of various sizes to skyrocket their business metrics effectively.
NPS Improvement
- Survey Structure Assessment: Identify the Big “Y” that drives the NPS & questions related to the quality of service
- NPS Performance: Understand the current NPS performance with the ratio of detractors and promoters,
- Key Driver Analysis (KDA): Our team will analyze if the questions in the survey are related to each other as well as to the NPS question,
- Correlation of NPS and business objectives: Through regression techniques, our team will study the relation between NPS and other business metrics like conversion, retention, turnaround time, cycle time, etc.
- Study of Big Y’s: Arriving on Big “Y’s” that drives NPS using statistical tools like multivariate analysis,
- Drivers of NPS: Identify the factors having the highest impact on overall NPS,
- Performance of NPS Drivers: Understand factors impacting overall NPS.
Our analytical capability is the secret sauce to create a seamless customer experience in the digital world. Through a sophisticated set of analytical services spanning across the spectrum from big data consulting to support and managed services, we help you generate relevant and actionable insights. We work with the world’s largest brands to boost their data and analytical capabilities.
Benefits of NPS Improvement
- Knowing the Consumer Better: Generate values that strengthen your brand, attracts and retain customers,
- Driving Process Excellence: Bridging gaps, reducing waste and inefficiencies by sharing data and insights,
- Improving Decision-making: Stepping up to a more predictive decision-making approach.
