Customer Experience Management

NPS+ with root cause analyses as a corporate management tool quickly and easily with QuestionPro CX

Net Promoter Score NPS Root Cause Analysis
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Find out more with the Net Promoter Score (NPS) than just your customers' willingness to recommend and loyalty. You can also use root cause analyses and sentiment analyses and link these analyses to the NPS+ question types in QuestionPro

What is the NPS+ feature with root cause analysis in QuestionPro?

The NPS+ feature, a combination of NPS, root cause analysis and open text comments, is available exclusively from QuestionPro CX. As a rule, NPS measures customer loyalty and willingness to recommend using a single question: “Would you recommend our company (our products/services) to friends and acquaintances?

With NPS+ you can collect insightful information from your customers in 3 simple steps that goes far beyond the classic findings of the Net Promoter Score (NPS) and enables fact-based root cause analyses.

Further information about the Net Promoter Score

With the NPS+ feature you can

  • calculate the NPS score
  • Find out what exactly the NPS score refers to
  • find out via open text comments in which affective state your customers rated you and which keywords were used most frequently

While the classic NPS score represents more of a general assessment of your customers' loyalty, you can use the data obtained from the NPS+ feature to determine very precisely why your customers are satisfied and dissatisfied (root cause analysis).

How is the NPS+ feature used?

First, your customers rate your company, your product or your brand in a classic NPS question.

Net Promoter Score question

Once this is done, a new question section opens that attempts to find out exactly what the NPS rating refers to. A possible question here would be: “Thank you for your review. Help us understand what topics your review relates to”. Along with this question, taggable terms are displayed that can be selected by your customers, such as PRICE, SERVICE, DELIVERY, SUPPORT, etc. You can specify in advance how many terms your customers can select. This allows you to put the NPS in a specific relationship to the cause (root cause analysis).

NPS root cause analysis

After selecting the terms, you can display a comment field in which your customers can write a free text comment. Depending on whether your customers have rated you positively or negatively, you can vary the question in this comment field, for example

  • “We are sorry that you are dissatisfied. What can we do better” or
  • “We are pleased about your positive review. What exactly did you particularly like?”

This feature helps you understand your customers even better and get the most out of customer feedback. You know exactly what your customers' reviews refer to. Furthermore, you can evaluate the open text comments with the help of a sentiment analysis and determine the frequency of the terms used in all text comments of all customers.

NPS question and root cause analysis


Sentiment analysis for NPS question types


Root cause analysis NPS


How to use the NPS+ feature and perform sentiment and root cause analysis

The NPS+ features are part of the Customer Experience Management (CX) module within the market research and experience management platform QuestionPro. In our Help Center you will find detailed and illustrated instructions for using the NPS+ feature.

Use NPS+ feature
Root cause and sentiment analyses

Why measure NPS at all?

NPS is determined with a single question that measures the likelihood that your customers will recommend your company. It is a valuable and important and very easy to determine indicator of the level of customer experience, customer satisfaction and brand loyalty. The NPS score is used to classify customers into promoters, passives and detractors so that you can target and act more accurately on your customers.

With the NPS score you can sustainably improve customer experiences

Without an NPS survey, it would be difficult to get a clear idea of ​​how many of your customers are promoters, passives and detractors. The NPS question makes it easy to find out if you need to improve the overall customer experience. In most cases, poor customer service is responsible for low customer satisfaction, low customer loyalty, and a high percentage of customers rejecting the company. Include open-ended questions in your NPS surveys to collect detailed feedback and share it with your employees. This will help them resolve customer queries better.

The NPS score is easy to determine

The NPS question is created quickly and easily, and customers can answer it with one click. This is one of the biggest advantages of NPS. You select the NPS question type in the questionnaire editor using QuestionPro's CX software using drag & drop and can then send the NPS question either by email or SMS or place it on your website. Respondents must click on one of the response options to submit their answers.

Identify dissatisfied customers

It is more economical to retain existing customers than to acquire new customers. The NPS survey helps you quickly and easily identify dissatisfied customers. By processing their feedback in a closed-loop manner, you can ensure that your customers continue to buy your products or services.

Closed loop feedback

1:1 live online presentation:
Net Promoter Score, Root Cause Analysis and Sentiment Analysis with QuestionPro

We would be happy to show you in a personal live demo how to use the NPS+ feature, how to evaluate a root cause analysis and interpret sentiment analyses. Arrange an individual appointment!


Try software for market research and experience management now for 10 days free of charge!

Do you have any questions about the content of this blog? Simply contact us via contact form. We look forward to a dialogue with you! You too can test QuestionPro for 10 days free of charge and without risk in depth!

Test the NPS features of the Customer Experience Management platform QuestionPro CX free of charge and at your leisure

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KEYWORDS OF THIS BLOG POST

NPS | Net Promoter Score | Root cause analysis | Sentiment analysis | Text analysis

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