Customer Satisfaction / NPS

High Level Design

Overview

Understanding how satisfied – and consequently, how loyal your customers are likely to be – is important for any company, because happy and returning customers are the key to growing future revenue and profits. The problem is that most customers surveys are complex, expensive and hard to interpret. In response to this, the net promoter score was developed as ‘the one number you need to know’ based on just one simple questions: how likely are you to recommend the company/product/service to a friend or colleague? The NPS is based on the fundamental premise that every company’s customers can be divided into three groups: promoters, passives and detractors.

Goals

Improve customer loyalty and enable profitable growth (research has shown that companies with better a NPS tend to grow more rapidly than competitors).

Objectives

Track the NPS groups (promoters / passives / detractors) and gain a clear measure of the company’s performance in its customers’ eyes

KPI Architecture

Objectives KPIs Measures Break by Data Source
Track the NPS groups (promoters / passives / detractors) and gain a clear measure of the company’s performance in its customers’ eyes %NPS
  • %Promoters – %Detractors
  • %Promoters – %Detractors
  • %Promoters – %Detractors
Month/QTR/Year
Industry
Account_Tier
Account_Region
Account Owner
Survey Results
Account Data

Data Requirements

# Source Table Name TableType
1 Excel Survey Results Fact table
2 CRM Account Data Dimension table

Data Modeling (Elasticube Design)

Suggested data model for customer satisfaction NPS analysis

Implementation
Kit

The following resources will enable you to design your dashboard and data model with sample data and then apply it to your own data. Note that you will need to have a previously installed version of Sisense (you can use the free trial version if you’re not a customer).

Sample data and dashboard examples (direct download)

Documentation