Customer Monitor Documentation Portal

How to identify NPS red flags

NPS-cover_1170x472.jpgA quick look over the Dashboard, available as soon as you log into Customer Monitor, can reveal red flags that need immediate attention from your team. This article contains a description of each section, and what you should keep an eye out for.



The MARCs bar

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  1. Too many MARCs (resolved or unresolved)
  2. Too many unresolved MARCs
  3. Too few respondents


Next steps

For too many MARCs or too many unresolved MARCs, navigate to the MARCs section either through the sidebar or through the ‘resolve this now’ link below the MARC counter. Here, you can investigate commentary and what your staff has (or hasn’t) done to resolve these issues.

If you have too few respondents, you should review your communication and increase engagement within your database. This may be as simple as writing a short email to remind your database to respond to the Customer Monitor survey requests, or it may require a rethink of how you incentivise your survey. Discuss potential pathways with your Account Manager.

Read more: Increase your Net Promoter Score (SM) survey response rate [checklist]



The NPS dial

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  1. A sudden drop in NPS score.

NB this should be relative to your benchmark. Any drop that takes you below your benchmark should always be investigated immediately.

  1. Failing to hit your NPS benchmark. You can find the appropriate industry scores here (for Australia) and here (for New Zealand).


What next?

If you notice a sudden drop in NPS score, you may have introduced something new that your customers don’t appreciate or perhaps don’t fully understand. This might include:

  • A new product
  • A new pricing model
  • A new agent, broker or other staff member
  • A new communication style
  • A rebrand

And so on. Check your NPS trends graph to find if there is a particular day/week/month in which there was a sudden NPS drop (either by more detractors or greater proportion of passives), and compare this to recent business activities. You should also investigate the Emerging Themes, Key Improvements, All Comments and MARCs sections to find comments on why scores have suddenly changed.

You should also consider segmenting your data to drill down into precisely who is giving you a bad score.

This method is also appropriate for a those consistently struggling to hit benchmarks. The Emerging Themes, MARCs, All Comments and Key Improvements section will help you find what is underperforming in your customer experience.



The NPS breakdown chart

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  1. A sudden increase in the proportion of detractors (regardless of NPS score).
  2. A high proportion of passives compared to promoters.

 

What next?

If you spot a sudden increase in detractors or a significant proportion of passives compared to promoters, you need to find what is causing the difference in experience for detractors/passives compared to promoters.

Check the following sections:

Compare your results between promoters, passives and detractors. Emerging Themes is particularly useful here.

Also consider segmenting your results to find pain points for specific demographics, agents, regions, transaction types, and so on.

 



Segmentation options

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  1. A change in NPS amongst important segments

Navigate to the Applied Segmentation area and click the “add more segments” option to view the above screen. Apply the desired segments to filter results on the dashboard by that segment.

What next?

If you find a particular segment is underperforming with NPS, you should start by continuing to delve deeper into the segment data. Find the absolute specifics of the problem area; perhaps a valuable transaction type for younger clients in the Auckland region is underperforming.

Once you have found this pain point, visit the MARCs, All Comments, Key Improvements and Emerging Themes sections with those segments still active to explore and resolve their specific problems.



Recent user activity

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  1. A lack of internal activity
  2. Lots of activity that aren’t resolutions

What next?

Recent user activity reflects the efforts of your team to resolve MARCs. If you’ve found a lack of internal activity, it may be time to speak to your team and investigate why this has happened: assuming that there are still some MARCs to be resolved, of course.

On the other hand, lots of activity that aren’t resolutions is a more complicated situation. Your team members may be contacting MARCs but being unable to get a hold of them, or may be unable to contact them at all. Check the dedicated MARCs section to check the notes and see why resolutions have been so hard to reach.



All comments feed

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  1. A recent increase in negative commentary
  2. A lot of blank responses

What next?

If you spot a recent increase in negative commentary, the first step is to check if it has affected your NPS and/or Emerging Themes. Check the NPS dial to begin with, and the NPS Trend graph to see if there has been a recent drop.

If so, these will likely have been included in your MARCs bar on the Dashboard. Assign these or resolve them as usual, but also take note of any themes amongst the recent commentary to see if you can nip a rising problem in the bud.



NPS Trend

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  1. Sudden drop in NPS

What next?

If you note a sudden drop in NPS, there are a number of checks you need to make; namely, all of those described above. Go through each individual section of the dashboard, segmenting as needed, to try and find the weak link.

Follow the guide for that section in which you find the problem. A drop in NPS trend combined with a significant number of unresolved MARCs, for example, could indicate that your communication has broken down. Meanwhile, a drop in NPS trend with a sudden proportional shift upwards in passive scores could indicate a significant difference in experience between certain segments of your database.

One note for NPS Trend: it can also be useful for finding historical data and finding what has worked (and what hasn’t worked) to improve your NPS in the past. Use this to your advantage, and try to replicate previous successful results and avoid drops.


The Dashboard is effective in helping you find common red flags, but it is often just the starting point of your research. For more information, check out the rest of our documentation, or ask your account manager for assistance.