![]() Unfortunately, many people stop at the previous step. You have an excel spreadsheet with your survey responses that looks like this: ![]() You have a limited budget to spend, and want to know which of the three areas (Speed, Quality, or Service) you should focus on improving. ![]() As a result of the survey, you see that Acme Pizza’s Net Promoter Score is 10%. Each question had a response scale that ranged from 0 to 10. You ran a pilot Net Promoter survey that asked customers four questions: (1) Likelihood to Recommend, (2) Satisfaction with Speed of Delivery, (3) Satisfaction with Quality of Pizza, and (4) Satisfaction with Customer Service. You are the Vice President of Customer Experience for Acme Pizza Company. In the scenario below, I will take you through a quick exercise in which we will create a Driver Analysis table for a fictional business. This information can then be used to prioritize the investment of capital, time, and resources into areas that will yield the highest return in customer loyalty. Driver Analysis attempts to identify the attributes that are most correlated with loyalty (as measured by NPS), and illustrates areas where you are under (or over) delivering. The good news is that many of the most important analytical exercises needed for a successful Net Promoter pilot can be performed using software that you probably already own - Microsoft Excel.ĭriver Analysis is a powerful tool that can help you understand the factors that influence loyalty. This can put Net Promoter novices into a catch-22 situation - they can’t obtain the budget for more robust tools until they demonstrate results, but it is easier to demonstrate results with more robust tools. Many Net Promoter programs start as small pilot programs without large investments in systems and infrastructure. Performing Driver Analysis in Microsoft Excel
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