Annette Neeson General Manager –

Analytical Data & Capability

May 2015

Analytics to

Drive Customer

Engagement

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Predicting customer advocacy

2

NPS attribution modelling

Source: Telstra Research Insights & Analytics

Data Collection

18 months of Strategic NPS

data

Matched to >1,000 fields in

DWH

1

Model Selection

Trial and test statistical

approaches

Non-linear model built

2

Validation + Scoring

Accuracy assessed through

“hold-out” datasets

New NPS data to validate

Whole customer base scored

3

Liz Moore | Telstra | April 2015

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