Services

Business Research & Analytics NPS Analytics
Overview
Motif provides Net Promoter Score (NPS)-related analytics and services to Retail, Consumer Packaged Goods (CPG), E-Commerce and Travel Services industries, covering activities ranging from conducting NPS surveys to NPS predictive modelling. Key Highlights
  • Motif has been providing customer support services since 2000 to E-Commerce and Online Travel Services companies, where NPS as a performance metric is an integral part of customer experience
  • Motif is experienced in the analysis of NPS surveys, providing insights to clients on key drivers for NPS scores
  • Motif has helped clients establish ambitious goals of improvement in NPS scores, delivering over 10 percentage point improvement in NPS within one year
  • Motif is equipped to conduct NPS & CSAT (Customer Satisfaction) surveys, analyze the data, develop an NPS model for predictive NPS, identify key NPS drivers and provide performance improvement plans for various drivers of NPS scores through quantitative and qualitative research, including Social Media Listening for Voice of Customers (VOC)
  • Motif uses a combination of automated tools and skilled analysts along with experts from the customer support and statistics domains.
Transaction & Relationship NPS 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.
Services & Solutions
Net Promoter Score is a straight-forward, effective metric to judge customer satisfaction and loyalty and helps companies find the drivers behind customer satisfaction and dissatisfaction. Predictive analytics highlight issues before they affect a wide set of customers. A combination of NPS and predictive analytics enables companies to identify issues early and take corrective action, enhancing customer experience. The key questions faced by companies are:
  • What are the key drivers for customer dissatisfaction?
  • Which customers are recommending the services to others?
  • Which short-term and long-term experiences drive customer recommendations?
  • How can predictive NPS be used to enhance customer satisfaction and loyalty?
NPS Modelling
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. Predictive NPS Motif's predictive NPS includes the predictive model development, calibration and validation, and regular reporting of predictive NPS versus actual 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.
Transaction & Relationship NPS 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.