Metrics Tab

The purpose of the Metrics screen on the Program Results tab is to provide data from all questions linked with program metrics. This data is shown graphically to give a clear view of metric-specific scores. Individual trends for each important indicator, including NPS, are displayed on this page. In addition, any user-created driver metric comparisons and trends and the outcomes for queries that contributed to it are shown.

This article will help you understand:

1. What are the various components shown in the Metrics tab?

2. How do you read the charts in the Metrics tab?

Net Promoter Score

NPS is a widely used metric in the industry to gauge customer loyalty and satisfaction. The most straightforward method gives you a perspective on various issues in your business/company. It is a valuable tool for understanding and improving customer loyalty and can contribute to long-term business success.

The section summarizes the NPS rating received through the program. It breaks down the percentage of Promoters, Passives, and Detractors.

Trend: NPS

NPS Trend provides valuable insights into customer loyalty and satisfaction over time. NPS trends can help businesses make informed decisions, improve customer relationships, and identify areas for growth.

How to use

1. Early Warning System: Sudden drops or spikes in NPS can serve as early warning signs of potential issues or opportunities. A declining trend may indicate emerging customer dissatisfaction or problems, while an improving trend could signal the success of recent initiatives.

2. Benchmarking and Goal Setting: NPS trends provide a basis for benchmarking your performance against industry standards or competitors. It also helps you set specific, measurable goals for improving customer loyalty and measuring progress.

3. Root Cause Analysis: When you observe significant changes in NPS trends, you can analyze the root cause to understand why customers are more or less satisfied. This analysis can guide improvements and actions to address underlying issues.

4. Customer Segmentation: NPS trends can be segmented based on customer demographics, geographic locations, or other factors. This helps you understand which customer segments are more or less satisfied, allowing for targeted strategies and personalized experiences. 

   

Breakdown
Total Response Breakdown Fetch data on total NPS trend Daily/Weekly/Monthly.
Promoters/Passives/Detractors Breakdown Fetch data on NPS trends Daily/Weekly/Monthly.

Metrics

The section summarizes cumulative average metrics scores for preferred metrics.

Cumulative Average Score

It tells you how the average performance of a product, service, or process evolves, identifying long-term trends and making informed decisions based on historical data. It will help you assess the evolving average of a metric or score, especially during real-time events; as the data keeps flowing in, the score adjusts.

How to Use

Analyze Trends: By examining the Cumulative Average Score, you can identify trends, fluctuations, or patterns in the metric's average value. This can be valuable for decision-making, as it helps you understand how the metric performs over time and whether it is improving or declining.

Metric Score Trend

Tracking metric score trends is essential for assessing performance, identifying areas for improvement, and making data-driven decisions. It allows organizations to proactively respond to changes and trends, thereby enhancing their effectiveness and competitiveness.

How to Use

1. Performance Evaluation: Tracking metric score trends helps evaluate the performance of different business processes, products, or services over time. This is essential for understanding whether performance improves, deteriorates, or remains stable.

2. Early Warning Signs: Metric score trends can indicate potential issues or opportunities. Sudden declines or spikes in specific metrics can signal the need for further investigation or action.

3. Goal Tracking: Your organization/business can set specific goals and targets for various metrics. Monitoring trends allows you to assess progress toward these goals and adjust as needed to stay on track.

4. Benchmarking: Compare your trends to industry benchmarks or your historical data. This context can help you assess whether your performance is meeting expectations.

5. Root Cause Analysis: When you notice negative trends, analyze the root cause to understand why the scores are declining. This can help you address underlying issues effectively.

6. Action Planning: Develop action plans based on the insights gained from metric trends. Implement strategies to capitalize on positive trends and mitigate negative ones.

Contributor Questions

Contributor questions are important for identifying the key drivers influencing a specific metric or outcome. 

How to use

1. Question Design: Design survey questions that directly address the factors that may contribute to the metric. These questions should be clear, focused, and designed to gather actionable insights.

2. Ranking Drivers: Based on the analysis, rank the contributing factors based on their impact on the metric. This helps prioritize efforts and resources.

3. Actionable Insights: Use the insights from metric contributor questions to inform your strategy. For highly impactful drivers, consider implementing changes or initiatives to enhance those aspects.

4. Monitoring and Feedback Loop: Continuously monitor the metric and the contributing factors over time. Keep assessing the relationship to ensure your strategies have the desired impact.

5. Iterative Process: Keep revisiting the metric contributor questions and update your strategies and actions as necessary. The relationship between drivers and the metric can change over time, so it's important to adapt.

Metrics- Individual Breakdown

Correlation with NPS

Driver metric correlation with NPS is essential for understanding the factors that influence customer loyalty and satisfaction. It provides a data-driven basis for improving key drivers, prioritizing efforts, and continually enhancing the customer experience. The results should guide strategies, actions, and ongoing monitoring efforts.

How to Use

1. Ranking Drivers: Based on the correlation coefficients, rank the driver metrics according to their strength of association with NPS. This identifies the most influential drivers.

2. Actionable Insights: Use the insights gained from the correlation analysis to inform your strategy. For highly correlated drivers, consider implementing changes or initiatives to enhance those aspects of your product or service.

3. Monitoring and Feedback Loop: Continuously monitor NPS and the key drivers over time. Keep assessing the correlation to ensure your strategies have the desired impact.

4. Customized Strategies: Once key drivers are identified, organizations can develop customized strategies and action plans for improving these specific factors. This tailored approach can lead to more effective improvements.

5. Predictive Power: Understanding the correlation between drivers and NPS can have predictive power. Organizations can anticipate changes in NPS by monitoring changes in the key drivers.

6. Continuous Improvement: By using the results of driver metric correlation, organizations can continually assess and refine their strategies and initiatives to ensure long-term customer satisfaction and loyalty.

Segment Correlation

It allows organizations to understand relationships within specific subgroups better, enabling customized strategies, targeted interventions, and more effective decision-making. It helps to uncover relationships and patterns between different segments or groups within a dataset.

How to Use

1. Identifying Trends and Patterns: Segment correlation helps reveal trends and patterns within specific groups or segments of a population. This can lead to a deeper understanding of how variables are related within these subgroups.

2. Customized Strategies: By understanding the correlation between variables in different segments, organizations can develop customized strategies and solutions for each group. This is particularly valuable in marketing, where tailored approaches can improve customer engagement.

3. Segment-Specific Interventions: Segment correlation analysis can help pinpoint the most effective interventions for specific subgroups when dealing with issues or challenges. It directs resources where they will have the most significant impact.

4. Risk Assessment: In finance and insurance, segment correlation can be used to assess risk within specific portfolio segments. It helps identify concentrations of risk and informs risk management strategies.

5. Targeted Marketing: In market research and advertising, understanding the correlation between customer segments and their behavior or preferences enables businesses to target advertising and promotions effectively.