Prior Situation / Scenario:
- The “Relational” Net Promoter Score (rNPS) completely outsourced and inflexible
- Expected monthly survey response volumes not reached
- Quarantine and Blacklist processes results were unreliable
- Management lost confidence in the NPS process
Client Challenges:
- Multiple data sources and from 16 countries with diverse needs and structures
- Wanted to measure additional NPS with stratified sampling method. Surveys administered by Third Party
- Numerous customer touch points and checking validity of contact information
Strata Solution/ Key Enablers:
- Data sources integrated and standardized
- Auto-scaling algorithm on response rate to guarantee expected volumes
- Close cooperation with client to improve sampling, survey and validation processes
Outcome:
- Standardized daily survey sampling process for all desired NPS, stratified by market and product runs brought in-house
- Monthly response rate reached. Survey results available daily in customer’s Data Lake for reporting
- Quarantine and Blacklist process reinforced customer contact policy
- Quarantine and Blacklist process reinforced customer contact policy
Results:
Quick result , fast development within 3 months we produced Reliable NPS results meeting or exceeding target sample size expectations. Better control and cost reductions by bringing NPS survey sampling process in-house.
Substantial operational improvements with the ability to accurate represent the customer satisfaction status.