Net Promoter Score-Insight Matrix
The Net Promoter Score-Insight Matrix is a 2x2 matrix used to categorize customer feedback based on their Net Promoter Score (NPS) and the depth of insights provided. It helps businesses understand not only the satisfaction level of their customers but also the quality and actionability of the feedback received.
At a very high level, the Net Promoter Score-Insight Matrix is used in the context of business, marketing, customer experience.
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- Workforce Performance-Value Stream Alignment Matrix
- Workforce Skill Development Matrix
- YouTube Marketing Matrix
What is the Net Promoter Score-Insight Matrix?
A visual explanation is shown in the image above. The Net Promoter Score-Insight Matrix can be described as a matrix with the following quadrants:
- High NPS & High Insight: Customers who are highly satisfied and provide detailed, actionable feedback. Example: 'I love your product because it saves me time and the customer service is excellent.'
- High NPS & Low Insight: Customers who are satisfied but provide limited feedback. Example: 'Great product!'
- Low NPS & High Insight: Customers who are dissatisfied but provide detailed feedback. Example: 'I'm unhappy with the product because it lacks features and the support is slow.'
- Low NPS & Low Insight: Customers who are dissatisfied and provide limited feedback. Example: 'Not satisfied.'
What is the purpose of the Net Promoter Score-Insight Matrix?
The Net Promoter Score-Insight Matrix is a valuable tool for businesses aiming to enhance their customer experience strategy. This matrix combines the Net Promoter Score (NPS), which measures customer loyalty, with the depth of insights provided by the feedback. The matrix is divided into four quadrants:
- High NPS & High Insight: These customers are highly satisfied and provide detailed, actionable feedback. They are your promoters and can offer valuable insights for improvement.
- High NPS & Low Insight: These customers are satisfied but provide limited feedback. While they are promoters, their feedback lacks depth.
- Low NPS & High Insight: These customers are dissatisfied but provide detailed feedback. They are detractors but their insights can be crucial for identifying areas of improvement.
- Low NPS & Low Insight: These customers are dissatisfied and provide limited feedback. They are detractors and their feedback is less actionable.
Using this matrix, businesses can prioritize actions based on both customer satisfaction and the quality of feedback, ensuring a more targeted approach to improving customer experience.
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What templates are related to Net Promoter Score-Insight Matrix?
The following templates can also be categorized as business, marketing, customer experience and are therefore related to Net Promoter Score-Insight Matrix: Product-Market Matrix, 4 Ps Marketing Mix Matrix, AI Capability-Value Proposition Alignment Matrix, AI Innovation-Value Alignment Matrix, AI Maturity Matrix, AI-Value Proposition Alignment Matrix, AI-Value Proposition Matrix, AIDA Marketing Matrix. You can browse them using the menu above.
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