Free eBook
Root Cause Analysis: The NPS Handbook to Analyze Drivers
Everyone understands the concept and how to calculate the score. However, companies without analysts often see analysis as the complex part of the Net Promoter process due to the use of statistical tools. In this guide, we will not only explain the statistical side of Net Promoter, but also how to do driver analysis with simple math that doesn’t require any statistical knowledge.
Free eBook
Root Cause Analysis: The NPS Handbook to Analyze Drivers
Everyone understands the concept and how to calculate the score. However, companies without analysts often see analysis as the complex part of the Net Promoter process due to the use of statistical tools. In this guide, we will not only explain the statistical side of Net Promoter, but also how to do driver analysis with simple math that doesn’t require any statistical knowledge.
What You'll Learn
We often refer to the traditional Net Promoter® System as a continuous cycle. First, you survey your customers. Then you analyze their feedback. And finally, you follow up with the appropriate actions. But what all do each of these steps entail? In this best practices guide, we go in-depth into the analysis stage of this continuous cycle to show you how to uncover the root cause of your customers' feedback.
The Root Cause Challenge
Many CX professionals know how to calculate their Net Promoter Score (NPS), but analyzing which touch-points drive their score becomes a more complex process.
Simplify Analysis
In this eBook, we teach you how to conduct a root cause analysis using simple math to avoid the need to hire an outside analysts.
Unlock Potential
Learn how to discover exactly which touch points in your customers' journey are driving your NPS score and how to uncover the true root cause.
Detailed Examples
Clarify your understanding of the concepts presented with detailed examples of how to calculate your driver's impact on your NPS score.
Table of Contents
What's Inside
Take a peak inside our Root Cause Analysis ebook! Learn basic definitions for statistical terms, what data to analyze, and how to analyze drivers vs text vs root cause.
01
What Data Should We Analyze?
What Data Matters
Selecting Drivers from a List
Rating Drivers from a List
Survey Fatigue
02
Statistics Overview
Descriptive vs Inferential
Statistical Significance
Sample Size
Linear Regression
Statistical Tools
03
Driver Analysis
Driver Impact on NPS
Simple Driver Analysis
How to Calculate NPS Score
Understanding What to Improve
Detractor vs Passive Drivers
04
Text Analysis
3 Reasons to Include Comments
Missing Drivers
Getting Organizational Buy-In
Capitalize on Feedback
Voice of the Customer
05
Root Cause Analysis
Customer Interviews
The 5 Whys
Recap
Conclusion
B2B Leaders
Creating CX Success Stories
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“We have seen a sharp reduction in churn. Within the last two years alone, we've seen a 50% bump in retention.”
TJ Waldorf
VP of Inside Sales & Marketing -
“We have moved beyond claiming to be a customer-centric organization - now we have the evidence to back it up.”
Craig Scowen
Market Development Manager -
“Thanks to real-time feedback and Digital Signage showing live customer comments and Net Promoter Scores, our team is more aligned in improving the customer experience.”
Humphrey Geldof
Customer Success Specialist