1. Business Intelligence:
Converting Data into Action for Growth
Rotterdam, 25th-29th November

2. OGX Product Development
How to use BI to satisfy your customers
2

3. Why BI for OGX Product Development?
Set the right expectations with
your EPs
Co-delivery with your main
country partners
Enhance your EPs experience

4. Did you
know?!
Charles Schwab turned its fortunes around by placing clients squarely in the
center of everything they do (NPS from -35 to 50, developing their product)

5. Get the DATA
about the
customer
experience
Transform this
data into ACTION
CUSTOMER
LOYALTY through
Product
Development

6. Using CustomerGauge for OGX Product Development
“CustomerGauge gives you all the data you need to develop your
product, you just need to know how to find it”
The most relevant data that you can utilize for smarter
product development strategies are:
Self Selected
Issues
Comments
Have a full
Understand the
understanding of
main
the issues
detractors/promot
ers issues of your
key entity partners
% of Promoters
NPS Score
Response Rate
Set goals and
track your CY
partners
promoters
Set goals and
track your CY
partners
promoters
Have a
representative
sample

7. Self Selected Issues

8. Use the main promoters and detractors
issues to align expectations with your EPs
Track the top issues with you entities
partners

9. Self Selected Issues
#3
Step
1) Date Range: Select
the last quarter that
you want analyze
(quarterly do the PD is
recommended)
2) Filter by: Survey
date
Advanced Options:
#1
Step
3) Loyalty: Detractors and For MC
Promoters
6) Home Entity: your
4) Programme code:
country
Select the programme
7) Host Entity: Your CY
that you want
partners
5) Status: completed
#2
Step
For LC
6) Home LC: your LC
7) Host LC: Your LC
partners

10. Self Selected Issues
#4
Step
#5
Step
1) For each level 1 issue, you look to the level 2
issues of those level 1 issues
Select the top 3 detractors and top 3 promoters
issues for level 1 looking to the % (ALL)
2) Than you have the information that you need
and what you need to focus to set
expectations with your EPs

11. Comments

12. Use the comments to have a better understanding
about the top self selected issues
Understanding better the issues, the expectations
setting with your EPs will be better too

13. Comments
#1
Step
1) Use the self selected issue analyses made in the
previous slide
2) Click on comments of the top 3 issues of level 1 and
level 2 and you will get better information about each
issue

14. % of Promoters

15. Set goals with your entity partners about
the % of promoters
Track the goals monthly

16. % of Promoters
#1
Step
#3
Step
1) Date Range: Select the last quarter that you want analyze (quarterly
do the PD is recommended)
2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
For LC
6) Home Entity: your country
6) Home LC: your LC
7) Host Entity: CY partners
7) Host LC: Lc partners
#2
Step

17. % of Promoters
#4
Step
#5
Step
Use this data to:
1) Set goals with your CY/LC partners
2) Track your goals
Calculate the % of promoters of the quarter:
% of Promoters = Number of promoters/Number of responses
Use the last row of the table

18. NPS Score

19. Set goals with your entity partners about
the NPS
Track the goals monthly

20. NPS Score
#3
Step
#1
Step
1) Date Range: Select the last quarter that For MC
you want analyze (quarterly do the PD is
6) Home Entity: Your Country
recommended)
2) Filter by: Survey date
7) Host Entity: CY partners
Advanced Options:
For LC
3) Programme code: Select the programme 6) Home LC: Your LC
that you want
7) Host LC: LC partners
4) Status: completed
#2
Step

21. NPS Score
#4
Step
#5
Step
Use this data to:
1) Set goals with yoiur CY/LC partners
2) Track your goals
See the current number of NPS Socore of the quarter

22. Response Rate

23. Get the Response Rate to know if you have
enough responses (sample) to be representative

24. Response Rate
#1
Step
#3
Step
1) Date Range: Select the last quarter that you want analyze
2) 2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
For LC
6) Home Entity: your country
6) Home LC: your LC
7) Host Entity: CY partners
7) Host LC: LC partners
#2
Step

25. Response Rate
#4
Step
1) Look at the Responses (second chart – NOT response rate)
of the quarter
2) Identify if you have enough responses and your analyses
could be representative:
3) Calculate the sample size needed:
http://www.raosoft.com/samplesize.html
Margin of error: 5%
Confidence lecel: 95%
Population: Number of matches in the quarter
Than you will know the minimum sample needed!
4) Compare this minimum with the number of responses in the
quarter (sum the 3 months responses)
5) You need to be sure if you have sufficient responses to do
product development

26. Who should do this
MCVPs Operations, ICX, OGX or MCPs
LCPs, LCVPs ICX or OGX
How often
Every Quarter
How to give this information to the LC’s
Give national initiatives to LCs to implement it quarterly

27. Creating the leadership the
world needs requires a product
the youth desires

28. ICX Product Development
How to use BI to satisfy your customers
28

29. Why BI for ICX Product Development?
Understand your customer’s
concerns
Focus the issues of your
Product you need to improve
Improve EPs experience

30. Did you
know?!
Rackspace, with its emphasis on achieving greatness, is growing at more than 30%
per year and has become the leader in its target markets

31. Get the DATA
about the
customer
experience
Transform this
data into ACTION
CUSTOMER
LOYALTY through
Product
Development

32. Using CustomerGauge for ICX Product Development
“CustomerGauge gives you all the data you need to develop your
product, you just need to know how to find it”
The most relevant data that you can utilize for smarter
product development strategies are:
Self Selected
Issues
Comments
Have a full
Set a focus for
understanding of
Product
the issues
Development and
set goals
% of Promoters
NPS Score
Response Rate
Set goals and
track
Set goals and
track
Have a
representative
sample

33. Self Selected Issues

34. Understand the main customers concerns
and set a focus on what you want to develop
Set your goals and track them

35. Self Selected Issues
#3
Step
1) Date Range: Select
the last quarter that
you want analyze
(quarterly do the
product development
is recommended)
2) Filter by: Survey
date
Advanced Options:
3) Loyalty: Detractors
#1
Step
For MC
4) Programme code:
Select the programme
that you want
6) Home Entity: All
5) Status: Completed
#2
Step
For LC
6) Home LC: All
7) Host Entity: Your country 7) Host LC: Your LC

36. Self Selected Issues
#4
Step
#5
Step
1) For each level 1 issue, you look to the level 2
issues of those level 1 issues
Select the top 3 detractors issues for level 1 looking to
the % (ALL)
2) Than you have the information that you need
and what you need to focus to improve

37. Self Selected Issues
#6
Step
#8
Step
1) Date Range: Select
the last quarter that
you want analyze
2) Filter by: Survey date
Advanced Options:
#7
Step
3) Programme code:
Select the programme that
For MC
you want
5) Home Entity: All
For LC
4) Status: completed
6) Host Entity: Your country 5) Home LC: All
6) Host LC: Your LC

38. Self Selected Issues
#9
Step
See the top level 2 detractors issues and how
much it is contributing to the NPS Score (+/-)
This information helps you to define a focus and
also set your goals for product development
See the top level 1 detractors issues
and how much it is contributing to the
NPS Score
This information helps you to define a
focus and also set your goals for
product development
#10
Step

39. Comments

40. Use the comments to have a better understanding
about the top self selected issues of detractors
Understanding better the issues, it easier to
address the customer needs

41. Comments
#1
Step
1) Use the self selected issue analyses made in the
previous slide
2) Click on comments of the top 3 issues of level 1 and
level 2 and you will get better information about each
issue

42. % of Promoters

43. Set goals for the % of promoters of your
Product Development
Track the goals monthly

44. % of Promoters
#1
Step
#3
Step
1) Date Range: Select the last quarter that you want analyze
2) 2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
For LC
6) Home Entity: All
6) Home LC: All
7) Host Entity: Your country
7) Host LC: Your LC
#2
Step

45. % of Promoters
#4
Step
#5
Step
Use this data to:
1) Set goals for your product
development
Calculate the % of promoters of the quarter:
% of Promoters = Number of promoters/Number of responses
Use the last row of the table
2) Track your goals

46. NPS Score

47. Set goals for NPS of your Product
Development
Track the goals monthly

48. NPS Score
#3
Step
#1
Step
1) Date Range: Select the last quarter
that you want analyze
2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the
programme that you want
4) Status: completed
For MC
6) Home Entity: All
7) Host Entity: Your country
For LC
6) Home LC: All
7) Host LC: Your LC
#2
Step

49. NPS Score
#4
Step
#5
Step
Use this data to:
Set goals for your product development
Track your goals
See the current number of NPS Socore of the quarter

50. Response Rate

51. Get the Response Rate to know if you have
enough responses (sample) to be representative

52. Response Rate
#1
Step
#3
Step
1) Date Range: Select the last quarter that you want analyze
2) 2) Filter by: Survey date
Advanced Options:
3) Programme code: Select the programme that you want
4) Status: completed
For MC
For LC
6) Home Entity: All
6) Home LC: All
7) Host Entity: Your country
7) Host LC: Your LC
#2
Step

53. Response Rate
#4
Step
1) Look at the Responses (second chart – NOT response rate)
of the quarter
2) Identify if you have enough responses and your analyses
could be representative:
3) Calculate the sample size needed:
http://www.raosoft.com/samplesize.html
Margin of error: 5%
Confidence lecel: 95%
Population: Number of matches in the quarter
Than you will know the minimum sample needed!
4) Compare this minimum with the number of responses in the
quarter (sum the 3 months responses)
5) You need to be sure if you have sufficient responses to do
product development

54. Who should do this
MCVPs Operations, ICX, OGX or MCPs
LCPs, LCVPs ICX or OGX
How often
Every Quarter
How to give this information to the LC’s
Give national initiatives to LCs to implement it quarterly

55. Creating the leadership the
world needs requires a product
the youth desires