NetPromoterScore (NPS) analysis
Mervi Sepp, PhD
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 Excel2 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
What happens in Internet ?
Sample metrics
- #NPS scores 11 684, unique 11 202
-
24% of clients with no channel listing but with NPS and signed a deal - indirect channel assignment based on purchase etc?
- #NPS scores within 2 weeks 4376, 37%
- clients with channel 1557, 36% of eligible NPS
- 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