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Presentation on Etuma's Net Promoter Score Dashboard allowing tracking of your company's NPS score(s), as well as the topics and topic sentiments contained in the free-text comment part of your NPS survey
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NPS dashboard
Net Promotor Score has become a popular method for monitoring customer satisfaction.
Studies show recommendations may lead to increased sales
Simple tool to find out if customers would recommend your products or services
Well-structured framework for benchmarking
Free-form comment fields provide opportunity to go behind the numbers
Too much focus on the NPS number itself does not tell the whole story
Insights obtainable from NPS comments are currently under-utilized
Organizational- and tool-based silos No central point for sharing insight
Etuma solves this problem by offering an NPS-specific dashboard that goes beyond the numbers
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Etuma solves this problem by offering an NPS-specific dashboard that goes beyond the numbers
Turns free-form NPS comments into discussion topics and topic-level sentiment
Visualizes topics and sentiments in addition to NPS score
Easy dissemination across organization
Real-time industry-specific presentation of NPS score and key feedback topics
CustomerExperience
Allows drill-down to topic and sentiment for Promoters, Passives and Detractors
Holistic view of key NPS issues provides you with the opportunity to take action immediately.
“Are we heading in the right direction?”
• Set priorities by quickly identifying the negative issues about which your Detractors comment most
• Avoid Promoters becoming Detractors by noticing issues they are not happy with before it’s too late
• Compare feedback topics among NPS categories
NPS SCORE TRENDS
TOPICS AND TOPIC-LEVEL SENTIMENT FOR EACH NPS CATEGORY AT A GLANCE
Etuma provides the best overall package to address all the key issues in NPS reporting
Etuma
Focus on qualitative
insight
Satmetrix
Automatic categorization
Manual categorization
Medallia
Tableau
QlikView
Focus on quantative
insight
CustomerGauge
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