Uncovering what the number means
Why This Project?
Our client had collected extensive NPS data but mainly focused on numerical scores, overlooking qualitative insights. We delved into their data seeing each NPS score as a chance to:
Reveal the customer's voice
Uncover pain points
Pinpoint goals and aspirations
We mined the comments for gold—extracting valuable insights and crafting vivid user stories that illuminated customer experiences and pain points.
What we did?
We formed a global, multilingual team of qualitative analysts to study NPS comments. Weekly, we analyzed a random sample (excluding extremes) to identify trends and create User Needs/Pain Points. These are categorized into Platform Needs and Operational Needs. Calibration ensured objective trend extraction.
How we delivered?
We established a company-wide subscription list offering:
a weekly newsletter for crucial survey insights
a monthly report focusing on customer journey stages and emerging themes
an annual trends analysis with recommendations
Our designs adapted based on client feedback, enabling senior stakeholders to dive into data atop the global NPS dashboard, ensuring it met their needs. The concise reports empowered our ecommerce client for swift tactical and strategic actions based on customer feedback
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