Motif offers end-to-end Net Promoter Score services, including NPS & CSAT surveys, social media listening for external VOC, NPS data validation and cleansing as well as predictive NPS modeling.
Motif's predictive NPS includes the predictive model development, calibration and validation, and regular reporting of predictive NPS versus actual NPS.
Transaction & Relationship NPS
- The predictive model is based on realistic internal parameters like Quality, CSAT, Social Media Listening, NPS and a statistically sound sample size, offering an accurate picture of customer experience
- The sample can be based on customer segmentation, reflecting the drivers that affect the different customer segments. This allows clients to take segment-based decisions
- The predictive model facilitates early correction of dissatisfiers, minimizing customer pain points before they affect a wide range of customers.
Motif performs customer segmentation by mapping NPS for the immediate transaction as well as the long-term relationship experience. Based on this segmentation, Motif derives the drivers with the maximum impact on customer satisfaction and dissatisfaction, enabling clients to maximize the Satisfaction Drivers and minimize or eliminate the Dissatisfaction Drivers.