The document discusses the effectiveness of the NPS (Net Promoter Score) dashboard by Etuma in monitoring customer satisfaction beyond just numerical scores. It emphasizes the importance of analyzing free-form comments for deeper insights and provides a tool that visualizes sentiments and discussion topics related to customer feedback. Etuma's dashboard allows organizations to identify key issues and trends, enabling them to take immediate action to improve customer experiences.

1. NPS dashboard

2. Net Promotor Score has become a popular
method 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

3. Insights obtainable from NPS comments are
currently under-utilized
Too much focus on the NPS number
itself does not tell the whole story
Organizational- and tool-based silos
No central point for sharing insight

4. Etuma solves this problem by offering an NPS-
specific dashboard that goes beyond the numbers
NPS
TOUCH POINT
1
NPS C TOPIC
C TOPI TO
TOUCH 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
I
TOUCH POINT
P PI
TO CT
4
IC TOP
OP I C
NPS
TOUCH POINT NPS DASHBOARD
5

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 TO
TOUCH 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
I
TOUCH POINT
P PI
TO CT
4
IC TOP
OP I C
NPS
Easy dissemination across organization
TOUCH POINT NPS DASHBOARD
5

6. Real-time industry-specific presentation of NPS
score and key feedback topics
Customer
Experience

7. Allows drill-down to topic and sentiment for
Promoters, Passives and Detractors

8. Holistic view of key NPS issues provides you
with 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

9. Etuma provides the best overall package to
address 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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