Increase proactive retention and improve customer service with Predictive NPS®
Most of the benefits from your CX program – understanding customer needs, close-the-loop workflows, driving high-impact improvements – rely on the input you get from surveys. But if only a fraction of customers bother responding, how can you make sure that the decisions you take reflect the wishes of your whole customer base?
Amplify the benefits of your CX program
Improved retention and increased satisfaction are just some of the benefits you will see with Predictive NPS
Retain and Increase revenue from customers
Contact customers with low scores & solve issues. Identify upsell/cross-sell opportunities. Invite in referral/loyalty programs
Increase relational NPS
The NPS score of customers contacted by Close the Loop calls can increase by at least 4 points
Decrease cost-to-serve
Predictive NPS scores and detailed records available to customer agents, which help them serve callers more efficiently.
Retain and Increase revenue from customers
Contact customers with low scores & solve issues. Identify upsell/cross-sell opportunities. Invite in referral/loyalty programs
Increase relational NPS
The NPS score of customers contacted by Close the Loop calls can increase by at least 4 points
Decrease cost-to-serve
Predictive NPS scores and detailed records available to customer agents, which help them serve callers more efficiently.
How do we predict customer satisfaction?
We combine thousands of attitudinal data points and hundreds of behaviour factors into a machine learning model which predicts satisfaction levels for customers who don’t respond to surveys.
Trusted by
UPC Switzerland
Predictive NPS is one of the greatest ideas since the invention of NPS, addressing a rather common (and growing) challenge, called “low response rates”.
David Patarica
Customer Experience & NPS Guru
Some of success stories
Reducing mobile operator customers churn by 34% with predictive analytics
Predictive NPS helps UPC Switzerland save 34% more customers by accurately predicting which of them are unhappy even if they don’t reply to surveys
Do you know your customers well enough?
Our customer analytics playbook offers a game plan to design and execute well-structured, easy to manage, high-impact customer experience insights and analytics programmes.
