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Once your Net Promoter program is up and running, you’ll be receiving a lot of customer feedback and creating mountains of data. Understanding what it all means is key to the ongoing health of your program. That’s where our Analytic Services come in.
Net Promoter success is about more than taking action – equally important is ongoing evaluation of what and how you’re doing. Our Analytic Services team will scrutinize your feedback and results, identify remedies and opportunities, and help ensure the growth and evolution of your initiatives.
Satmetrix offers several insightful, customized analytic packages tailored to meet your stakeholder and program needs.
Our popular Results Analysis Presentation (RAP) is a deep dive into your customer feedback and Net Promoter performance to assess, plan for, and support the successful evolution of your program. Our expert RAP team has performed more than 300 RAPs for over 100 organizations worldwide in just the past two years.
Our RAP team conducts an advanced, robust examination of your customer data, starting with an overall analysis of your Net Promoter score and performance. We examine your survey sample quality – does your feedback reflect your overall customer mix? Are your surveys structured to get the best feedback possible? Are your response rates in line with Net Promoter norms for your industry? We look at Net Promoter score by customer segment and identify performance gaps for your business and team segments.
We also prepare a comprehensive report, and present insights and recommendations to you and your executive team. At the end of your RAP, you’ll be able to answer the question: What can we do to do better?
More extensive RAPs include an integrated analysis across your transactional and relationship surveys and even more advanced analytics tailored to your business and maturity cycle. We can also identify financial linkages – addressing your Net Promoter economics, detailing how your Net Promoter performance and customer loyalty impacts revenue and profit.
Your RAP leads naturally to an Action Planning Workshop, conducted by our Strategic Services team; this can be targeted at your cross-functional middle managers who make things happen across silos.
Your own Net Promoter score is only part of the picture. Top Net Promoter programs are also driven by comparison to your competition. Real financial success from Net Promoter comes from learning and applying what it takes to get to the head of the pack in your competitive set.
Our experts offer you competitive and cross-cultural benchmarking and analysis. Drawing from our unequalled wealth of benchmark data, we compare your performance against industry competitors, other businesses in your region, and best-in-class Net Promoter performers across all businesses. In B2B, we produce benchmarks comparing geographies, enabling companies to normalize for cultural bias in scale responses, as well as look at growth rates over time.
You’ll learn what you’re doing right, and where you can improve, so that you can drive your program to new heights.
Stay on target.
Strong Net Promoter programs aren’t just about fostering customer loyalty – they engage your own team completely (at every level, across functions, across regions) for maximum effectiveness.
Using methodology tested over 15 years in successful programs, our analysts break your Net Promoter performance into metrics by division, team, and individual, identifying the trends and statistical drivers you can use to establish performance targets.
We’ll help you set appropriate and achievable goals for your teams based on Net Promoter measurement and map how these goals can be linked to compensation. Our experts can help you develop a compensation strategy that encourages a customer-obsessed company culture based on appropriate incentives.
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