The NPS Survey is a powerful tool in the quest for insight into customer retention.
Analytics Case Study
Client: WSI
Challenge: Market leading B2B tech company purchases main competitor in the broadcast media market shortly after completing first Net Promoter Score survey of clients in that vertical.
Solution: Using original NPS responses, WSI was able to minimize disruption of acquisition on the market. Implemented customer service and training improvements, client segmentation and production developments based on customer feedback.
Results:
- Follow up survey shows 11 point NPS jump
(70% increase)
- 97% customer retention
- 12% increased revenue
