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Net Promoter Score Data Gathering in Practice

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Net Promoter Score Performance KPIs

Recently, the smartKPIs.com team has come across two very different data gathering approaches for the Net Promoter Score:

1. Booking.com
  • A good example of how to streamline data gathering by automation;
  • Data relevance is also high, due to the timing, as the questionnaire is completed at the touchpoint, upon transaction completion.

Net Promoter Score Performance KPIs

2. The branch of a major bank based in Australia
  • A poorly implemented questionnaire, as data processing requires additional resources;
  • Data relevance is high, due to the timing, as the questionnaire is completed at the touchpoint, upon transaction completion.
  • The major issue here is the hybrid NPS approach as the question is not properly formulated, the scale is not correctly implemented (1 to 10 instead of 0 to 10) and the ratings are clustered in two options making the calculation of the NPS impossible.

Net Promoter Score Performance KPIs

For more details on the NPS visit: Net Promoter Score KPI.

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