NetPromoterScore (NPS) analysis



Mervi Sepp, PhD


9-10 Promoter
7-8 Passive
0-6 Detractor

Analysing setup


Client focused construction 


Data gathering key - client number in NPS file


Python codes to collect data from relevant fields in different files with client number as the search criteria

Cross tabulation of data in Excel

2 QUESTIONS

Would you recommend NPS channel (branch office - servicing person, internetbank, e-mail)?


Would you recommend the bank?


  




Assumptions


  • Client active in multiple channels- NPS used in all active channels

  • Client has multiple open connections/buys multiple products - NPS used in all relevant connections

  • Client gave multiple NPS  <5%
  • At this stage omitting client given free text answers/comments/evaluation


Would you recommend branch office, internetbank and letters?

 








What happens in Internet ?

Sample metrics


  1. #NPS scores 11 684, unique 11 202
  2. 24% of clients with no channel listing but with NPS and signed a deal - indirect channel assignment based on purchase etc?

  3. #NPS scores within 2 weeks 4376, 37%
    1. clients with channel  1557, 36% of eligible NPS
    2. clients without channel 2819, 64% of eligible NPS 
      • Loss of resolution for low activity channels


  • Gender

  • 38%male









Segments


Juunior kuni 25 a 26-59 a alates 60 a

Age

Internet

 



Results: bank NPS in SEB channels


Banking average 20 NPS Benchmark Charts, Satmetrix, March 2010

29% active in at least two channels

#1 Branch office&Internetbank

#2 Branch office&Webpage

NPS of exclusive channel use vs double with branch office


Results: NPS products view

Product purchases grouped: majority of clients buy 1-3 products together

Summary


SEB NPS 23, Branch NPS ~35

Branch NPS higher than whole Bank NPS

Inernetbank analysis - free advice

NPS varies more in channels than in products


The key is better integration of different channels - the clients use them together


NPS ANALYSIS

By Mervi Sepp

NPS ANALYSIS

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