Identify Trends and Improve Forecasting With NPS Data Analysis
While your NPS is a critical metric to track, it’s not the only piece of NPS data that can add value to your organization. There are multiple NPS data points that can help you collect and understand detailed customer insights.
NPS data analysis can help your organization dive deeper into the quantitative findings of your NPS surveys and benchmarking exercises. It allows your organization to identify trends over time periods, product suites, customer segments, and more.
You can conduct analyses to study:
Scores according to how long respondents have been customers
Scores according to purchase levels or account “tiers”
Scores according to age, gender, or other demographics
You might use advanced analytics software to produce topic or sentiment analysis reports that can identify potential survey errors or biased NPS data before it impacts your decision-making.
These reports are valuable for prioritizing survey feedback by order of importance or potential risk level, i.e., prioritizing follow-up with a Promoter who provided negative feedback on a recent NPS survey before attempting to convert a long-time Passive into a raving Promoter.
Speaking of Promoters, Passives and Detractors, NPS data analysis enables you to assess NPS respondent distribution beyond the percentages you’ll calculate to determine your final score. It’s not enough to know that your numerical relationship NPS is 65; you should also look at how many respondents fall into each category.
Unlock Actionable NPS Benchmarking Insights With NPS Prism
NPS Prism’s powerful NPS benchmarking platform reveals the “why” behind NPS, enabling companies like yours to make informed decisions that translate into real business outcomes.
Developed by the inventors of NPS, our solution shows you how your scores compare to peers and competitors in your industry and gives you clear, up-to-date information to help you make impactful customer experience improvements.
Leverage NPS leaderboards to benchmark your scores against competitors and monitor industry trends over time. Tap into KPI tracking and custom dashboards to continually monitor and improve the customer experiences that matter most to your business — and your end users.
NPS Prism’s data is backed by Bain & Company research and updated regularly to ensure your benchmarking analyses always reflect the latest industry insights.