Improve Net Promoter Score

/Improve Net Promoter Score

QualQuant Signals – Increase Net Promoter Score

A scientific customer collaboration approach to uncover – prioritize expectations based predictive ideas (customer signals) that WORK!

Our QQS “NPSExcellence” Goal:
Identify areas to increase Net Promoter Score by providing customer ideas/insights.

The Net Promoter Score is widely valued across B2B and B2C organizations because past studies have proven NP®S to correlate with growth. The main objective of a NP®S study is to track & provide outcome based recommendations to increase NP®S based on study insights…

  • Understanding value of word of mouth and why promoters are key to growth
  • Identifying promoter / passives driven growth opportunities
  • Opportunities to leverage “Outside-In’ customer focused strategies
  • Improve on factors responsible for ‘Detractors’ scoring low
  • Deliver expectations of ‘Passives’ to promote them scoring higher.

What drives the success of a NP®S study?
The essence of Net Promoter® is the customer insights & outcome driven action points. The simplicity is due to a single-question- score that is supplemented by open-ended diagnostics from the customers. The outcome driven action points is delivered to team members who can learn from and act on it.

NetPromoterScore

 

 

 

 

The NPS® Challenge
NP®S does face some critical challenges because many times, the diagnostics around the scores (positive or negative) do not fully explain the topic areas that should be focused on to gain the most traction within the market.  To overcome these drawbacks, the best research approach is a customer based integrated qualitative/quantitative method.

Therefore, the key question becomes –
1. Which approach maximizes the value of a Net Promoter® study?
2. Which approach should be trusted to create strategies that increase NP®S?

Concern Area Text Analytics Integrated QualQuant
Representing Customer Base Conclusions based on the background & personality of data   analyst. Insights reflect analysts’ sentiment. Conclusions based on customer consensus (peer to peer   validation). Insights reflect customer sentiment.
Outcome Driven Recommendations are not outcome driven as they are based   on word & theme frequency. Prioritization based on rating (strength) is   missing. Conclusions are outcome driven based on relevance and   rating of each insight.  Insights are   predictive because the algorithm sorts through to classify the insights with   highest probability for success
False Positives High Low


Taking Net Promoter® Study to the Next Level
QualQuant NPS Excellence is an integrated QualQuant customer collaboration (patented) approach that tracks NP®S and uncovers outcome driven insights to…

  1. Maintain Promoters
  2. Grow Promoters
    a. Convert Detractors into Promoters
    b. Convert Passives into Promoters
    c. Create Promoters (New Customers/Lost Customers)

The prowess of collective customer intelligence combined with our patented Qual/Quant algorithm sets you on a decision making path. A path with: concrete direction, solidified priorities, minimized risk and a path that builds market success.

Request information / demo. One of our QualQuant Signals expert will contact you.

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Meet Our Experts


Request a demo by telephone

Hemen Patel : 201-665-6465
hemenpatel@qualquantsignals.com

Kimberly Marsh : 201-665-6467
kimberly@qualquantsignals.com

William Lopez : 786-360-2881
william@qualquantsignals.com

QualQuant Signals Value

Innovative
Unique & Different
Exceed Expectations
We become a part of your team & vision.
The QQS Team
We are passionate and work to make sure we bring success.

Brand Excellence Capabilities

Revenue Growth

There are many opportunities that can be uncovered to build new & grow existing revenue streams. Your customer’s hidden expectations  can provide predictive ideas/insights to help build revenue generating strategies. 1. New opportunities (innovation) 2. Recurring revenue (loyalty) 3. Grow existing revenue (up sell) 4. Identify multiple uses (frequency)

Acquire Customers

QualQuant Signals amplifies customer expectations not met by the brand to identify customer acquisition strategies. 1. Competitor loyalist 2. Brand switchers 3. New to Category 4. Potential Segments

Loyalty

‘Loyalty’ and ‘Customer Lifetime Value’ are the bloodline of any business which provides the fuel to sustain profitably. QualQuant Signals uncovers & amplifies predictive ideas/insights (signals) that drive loyalty and that deep relationship which help develop strategies. 1. Convert low to middle value customers to loyal customers 2. Grow or maintain value per customer (CLV) 3. Build profitable customer relationships

Net Promoter Score

The maximum value of a NPS study is achieved using an integrated QualQuant approach. Understanding the drivers of promoters, passives & detractors highlights the opportunity areas to increase NPS which is correlated to business growth. QualQuant Signals deploys a scientific QualQuant approach that statistically amplifies the feedback. 1. Why did promoters score the way they did? 2. What will it take for passives to score higher? 3. How to reduce the number of detractors?

 

Expectations Based Predictive Ideas / Insights @ Work

Vertical: Insurance

Challenge: A new insurance policy was facing low customer acquisition resulting in lower than expected revenues.

Objective: To investigate customer & market scenario to identify the factors for low acquisition and uncover opportunities to increase revenue.

Result: In order to identify the problem & opportunities, the best approach was to create a 360 degree view of the interactions between customer, category and the brand. This level of closeness to customer expectations will create an eco-system that will help uncover the amplified predictive ideas/insights to redefine or improve existing strategies. QualQuant brandExcellence invited customers (competitive, available, etc.) to participate and collaborate around four main areas… 1. Top of mind associations for life insurance 2. Behaviors and factors considered when seeking to financially secure family 3. Reasons why nit purchasing life insurance 4. Events in their lives that would trigger interest to purchase life insurance

Identifying areas where improvements need to be made to existing strategy. Expectations base predictive ideas/insights were given to improve brand communication / messaging, brand positioning, marketing, etc.

QQS Patented Process: QualQuant Signals delivered expectations based predictive ideas/insights (prioritized customer signals) by having customers submit ideas/insights followed by asking them to evaluate (select/rate) insights submitted by others. The QQS innovation team using our proprietary analytical plan identified the unmet needs and presented an ‘ACTION MAP’ that highlighted the strength of the idea, the innovation opportunities & the deterrents & barriers to avoid.

Vertical: Household Care

Challenge: Improve Net Promoter Score.

Objective: To track and identify opportunities to increase Net Promoter Score.

Result: QualQuant NPS is a unique & innovative approach bringing science & psychology to the NPS study to identify opportunities to increase NPS. The true economic value of the NPS study is brought out if implemented as an integrated QualQuant approach as the strategic insights are generated with the follow up questions. QualQuant NPS provided predictive ideas/insights (amplified customer signals) that led to statistically reliable insights to improve NPS. Each segment were asked the below follow up questions…

For Promoters a-Reasons why they scored high? b-What about the brand experience would you recommend?

For Passives a-What could the brand do to make you score higher next time?

For Detractors a-What is the one reason why are you unlikely to provide a positive recommendation? b-What type of product experiences triggers you to make a positive recommendation?

QualQuant NPS provided directed action points to… Increase Strength of Promoters Convert Detractors -> Passives -> Promoters Convert Detractors -> Promoters Convert Passives -> Promoters

QQS Patented Process: QualQuant Signals delivered expectations based predictive ideas/insights (prioritized customer signals) by having customers submit ideas/insights followed by asking them to evaluate (select/rate) insights submitted by others. The QQS innovation team using our proprietary analytical plan identified the unmet needs and presented an ‘ACTION MAP’ that highlighted the strength of the idea, the innovation opportunities & the deterrents & barriers to avoid.

Vertical: CPG

Objective: To develop a centralized & standardized ‘IDEA KNOWLEDGE HUB’ to conduct quick ideation sessions (generate ideas quickly and economically).

Result: QualQuant Signals developed a custom enterprise ideation system that allowed multiple departments to launch ideation sessions quickly. An ideation study could be developed and launched in minutes. The team had access to all ideas which fed directly into their innovation pipeline for future reference.

QQS Patented Ideation Process: Expectations based predictive ideas/insights (prioritized customer signals) generated by having customers submit ideas/insights followed by asking them to evaluate (select/rate) insights submitted by others. An online ‘Idea Insights Dashboard’ provided access to the QualQuant Signals ‘Priority Map’ where the team could view the predictive ideas/insights.

Vertical: Retail

Challenge: Level of satisfaction is low for the check out process which is a threat to loyalty.

Objective: Create a game changing checkout process to enhance shopper experience / loyalty.

Result: One of the key differentiating values that can be offered to shoppers is the checkout process. In addition to delivering a great check out process, it is also one of the factors shoppers consider where to shop at. QualQuant brandExcellence paved the way to identify innovation opportunities to take the check out process to the next level the way customers expect it to be. To identify the opportunities, QualQuant brandExcellence took a multi-angle approach to understanding the shopper and expected check out experiences. The multi-angle probing was around the following areas… 1. Frustrations experienced today at the check out process? 2. Type of products & merchandize they would like to see in the checkout area? 3. Activities they would like to do while waiting in line? 4. Design the next generation checkout area.

QualQuant brandExcellence provided a strategic & tactical blueprint feeding into the development of the next generation check out process. Innovation driven by customer frustrations & expectations.

QQS Patented Process: QualQuant Signals delivered expectations based predictive ideas/insights (prioritized customer signals) by having customers submit ideas/insights followed by asking them to evaluate (select/rate) insights submitted by others. The QQS innovation team using our proprietary analytical plan identified the unmet needs and presented an ‘ACTION MAP’ that highlighted the strength of the idea, the innovation opportunities & the deterrents & barriers to avoid.


 

QualQuant Signals Patent – Innovative, Unique & Different

Predictive Ideas/Insights

Presented the visual illustration of the QualQuant Signals customer collaboration process.

Meet or Exceed Expectations

Our ‘Expectations’ based framework brings out the outcome based probability of an idea/insight.

Game Changing Process

QualQuant Signals is scientifically designed by applying principles to deliver quality ideas/insights.

Why Choose Us

  • Patented Integrated Qualitative/Quantitative
  • Scientific Customer Collaboration Process
  • Predictive Ideas/Insights (Customer Signals) That WORK
  • An Innovative, Unique & Different Approach to Uncover Customer Signals
  • QualQuant Signals Brings You Very Close to Your Customer's Expectations

Customer Signals Picked Up

I reviewed with the Nexxus team and we think this report is excellent! We would like to schedule time in January for you to walk us through it. We also would like to have our agencies on the phone, since they manage our communication and content strategies. I sent it to the TRESemmé team. I really think they will be interested in doing a similar project.
Stephen Strong, Unilever