Zomato: Promoters Spend 39% More, and Detractors Are the Leak
Six months of Zomato data: promoters order 39% larger baskets than detractors, but passives reorder just as often as promoters. The leak is detractors.
Zomato: Promoters Spend 39% More, and Detractors Are the Leak
Six months of Zomato data: promoters order 39% larger baskets than detractors, but passives reorder just as often as promoters. The leak is detractors.
Airlines The Delay You Cannot Fix, and the 12 Points You Can Recover
Delays cost this airline 47 NPS points and could not be engineered away. Telling passengers six hours earlier recovered 12 of them. Here is how.
Other This FMCG Brand Cut Trade Incentives and Partner Loyalty Went Up
Channel partners were being paid to stay. Measuring what they actually valued lifted partner NPS by 16 points while cutting incentive spending 8%.
Insurance We Told This Insurer Their NPS Was Wrong. Then We Proved It.
Telephonic surveys reached 1% of customers and returned an NPS in the 80s. The real number was in the 60s. Here is how the insurer found out.
Insurance The Call Centre Was This Insurer's Highest-Churn Touchpoint
Customers churned at 5%. Those who called support churned at 16%. The difference between promoters and non-promoters inside that group was worth 8 points.
Other Colt Replaced Transactional NPS With Net Easy Score
Colt's transactional NPS was not predicting behaviour. Switching to Net Easy Score produced scores of 71.4 in Europe and 46 in Asia, and a 17 point service gain.
Automotive Toyota Kirloskar: A 23 Point NPS Gain in One Year
Toyota Kirloskar's NPS had plateaued and dealer feedback arrived too late to act on. Real-time measurement lifted NPS 23 points and response rates 300%.
Retail Banking Feedback That Arrived 45 Days Late Was Not Feedback
Branch feedback reached this bank up to 45 days after the visit. Fixing collection nearly tripled response rates and put resolution inside 24 hours.
Nothing under this industry. Try another filter.