Analysis of key factors of the Net Promoter Score

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Knowing the impact of overall NPS will help you focus and act on the factors that have the greatest impact on your customers, understanding that going beyond the NPS number is key to moving the needle as efficiently and quickly as possible. So how do you know which interactions had the highest or lowest impact on the overall experience?

To help you answer this question, QuestionPro CX offers a key driver analysis feature that will help you determine which attitudes and interactions have the biggest effect on your overall NPS.

Like most people, you probably have limited time and resources. If you are given a week to set your top two priorities, it is essential that you know which variables are decisive and give you the greatest return.

For the analysis of key factors in QuestionPro CX, the Spearman correlation coefficient is used to calculate the relationship between the determining variables or questions in this case; which in turn will yield the probable relationship between the questions.

For example, if the score for the first question increases, it is likely that benin phone number the value for the second question will also increase. A score of 0.5 is considered a high level of correlation, showing that it can be decisive. The average you will see reflected will be between 0.3 and 0.4. This would make the study easier to understand, don't you think?

I also recommend you read: Complete your Net Promoter Score with feedback .

Act with intelligence
We are often given too many numbers to focus on, but the exact opposite happens. Instead, we lose focus and struggle to figure out what our next steps will be. The information you gather is only useful when you act on it.

An NPS key driver analysis gives you the power to make the right decisions after your data has been collected and analyzed.

QuestionPro CX is an integrated Net Promoter Score-based system that helps you understand your customer, enabling organizations to act more quickly on feedback from NPS surveys.

Markets are more competitive these days, so how else would you know what your customers want if you don't survey and measure? Check out our guide to creating surveys !

QuestionPro CX is an advanced platform for measuring and understanding customer experience in an intelligent way, so you can develop a competitive advantage that helps you achieve your goals. If you have any questions, please consult our online advisors.

Find out what QuestionPro CX has to offer you and discover how the Net Promoter Score is your customer measurement tool .