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)