The ability to prioritize CX initiatives is essential to drive improvements in customer satisfaction. This enables CX teams to:
- Boost NPS by addressing high-impact areas.
- Optimize resources by concentrating efforts where they matter most.
- Achieve measurable outcomes that reflect on overall business performance.
To ensure CX teams achieve this, Tagado delivers actionable insights that come with a game-changing metric – ‘NPS Potential Gain’. This innovative addition takes CX insights to the next level, giving CX teams a clear metric to determine which insights deserve immediate action.
Understanding NPS Potential Gain
At the heart of every insight delivered by Tagado lies a calculated potential NPS gain. This unique metric is designed to help CX teams understand how addressing specific issues could positively affect overall NPS. By attaching a tangible, actionable value to each insight, Tagado empowers teams to make data-driven decisions that directly improve customer loyalty and satisfaction.
How It Works
The NPS Potential Gain metric is derived from a complex calculation that predicts the impact of resolving specific issues within various dimensions of customer feedback. Here’s how it’s done:
- Feedback Volume and Impact:
Tagado analyzes the number of feedback mentions related to an issue.
The potential gain is assessed by estimating the effect of converting detractors and passives into promoters. - Customer Status Consideration:
The calculation accounts for the status of the customer providing the feedback. For example, issues affecting VIP customers are weighted more heavily compared to those customers at risk of churn .
This ensures that critical customer groups are given appropriate attention, amplifying the overall NPS impact. - Dynamic Metrics:
For customers who do not rely on NPS, alternative metrics such as sentiment analysis (Tagado Score) or CSAT (Customer Satisfaction Score) are calculated.
This ensures that insights remain actionable and prioritized, regardless of the customer’s measurement framework.
Why NPS Still Matters
Despite some limitations, NPS remains the most commonly used metric for evaluating customer experience. While scores don’t always perfectly align with customer sentiment (for instance, a customer might rate an 8 or 9 but still have concerns about delivery or pricing) NPS continues to be a powerful indicator of overall satisfaction and loyalty.
Tagado’s approach acknowledges these nuances, enhancing the traditional NPS framework by:
- Adding context to insights with calculated NPS impact.
- Providing prioritization tools that align with both NPS and alternative CX metrics.
A Unique Added-Value Layer to CX Insights
Tagado’s NPS Potential Gain metric adds an invaluable layer to customer insights. Without these calculated predictions, CX teams would struggle to quantify the potential impact of their actions on NPS. By bridging this gap, Tagado not only helps businesses enhance their customer experience but also solidifies its position as a leader in actionable CX intelligence.
Are you ready to transform your customer experience strategy using Tagado? Schedule a demo today to learn how.
