Etuma Net Promoter Score Dashboard

NPS dashboard

Net Promotor Score has become a popularmethod for monitoring customer satisfaction. Simple tool to ﬁnd out if customers Studies show recommendations would recommend your products or may lead to increased sales services Well-structured framework for Free-form comment ﬁelds provide benchmarking opportunity to go behind the numbers

Insights obtainable from NPS comments arecurrently under-utilizedToo much focus on the NPS numberitself does not tell the whole story Organizational- and tool-based silos No central point for sharing insight

Etuma solves this problem by offering an NPS-speciﬁc dashboard that goes beyond the numbers NPS TOUCH POINT 1 NPS C TOPIC C TOPI TOTOUCH POINT PI PI 2 O SENT I M E T C C TO PIC TO IC TOPI T I M E NT NT P IC TO PIC TOPI NPS TOUCH POINT P SE 3 NT N O E IM NPS CT C S ENT TO ITOUCH POINT P PI TO CT 4 IC TOP OP I C NPS TOUCH POINT NPS DASHBOARD 5

Etuma solves this problem by offering an NPS-speciﬁc dashboard that goes beyond the numbers NPS TOUCH POINT 1 Turns free-form NPS comments into discussion topics and NPS topic-level sentiment OPIC TOPIC T TOTOUCH POINT P IC P 2 O S E N T I ME I T C C TO PIC TO IC TOPI T I M E NT NT P IC TO PIC TOPI NPS TOUCH POINT Visualizes topics and sentiments in addition to NPS score P SE 3 NT N O E IM NPS CT C S ENT TO ITOUCH POINT P PI TO CT 4 IC TOP OP I C NPS Easy dissemination across organization TOUCH POINT NPS DASHBOARD 5

Real-time industry-speciﬁc presentation of NPSscore and key feedback topics Customer Experience

Allows drill-down to topic and sentiment forPromoters, Passives and Detractors

Holistic view of key NPS issues provides youwith the opportunity to take action immediately. NPS SCORE TRENDS “Are we heading in the right direction?” TOPICS AND TOPIC- • Set priorities by quickly identifying the negative issues LEVEL SENTIMENT about which your Detractors comment most FOR EACH NPS • Avoid Promoters becoming Detractors by noticing CATEGORY AT A issues they are not happy with before it’s too late GLANCE • Compare feedback topics among NPS categories

Etuma provides the best overall package toaddress all the key issues in NPS reporting Automatic categorization Etuma Medallia Focus on Focus on quantative qualitative insight insight Tableau Customer Satmetrix Gauge QlikView Manual categorization

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Etuma Net Promoter Score Dashboard

by Etuma on Feb 05, 2013

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Etuma Net Promoter Score Dashboard Presentation Transcript