The overall goal of a Net Promoter survey is to find out if you customers like you enough to want to recommend you to their friends and family. We, at Numr always aim to help us clients deliver loyalty-creating customer experience. If you wish to succeed in the current climate, transforming your yourself into a customer-centric organization is extremely important. Generally, NPS® (or CX surveys) are a great first step. If you already have an NPS® system in place and are wondering how to quickly increase your score, focus on drivers.
Since NPS® is a single number that quantifies the overall experience of a customer, it’s hard to point out which touchpoint/interaction has left a customer dissatisfied. If you have a few days to fix one or two of your touchpoints, you must know which factor/ driver will yield the maximum result. This is where Numr comes in.
Numr’s ‘Key Drivers Analysis’ calculates which drivers (such as, wait-time, customer support, politeness) are having the biggest impact on customer satisfaction in real-time.
Not only do they provide actionable, granular insights, they also massively cut costs. Drivers Analysis accurately tells you where to allocate your limited resources for the highest return.
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