Reading customer comments is a serious business. This tool helps you automatically categorise comments, and understand root cause behind Net Promoter Score issues from detractors and promoters

1. CustomerGauge
Automating Root Cause Analysis for Net Promoter
Adam Dorrell
04 January 2011

2. Understanding Root Cause
it all worked. Despite the
the exploded diagrams
snow before Christmas,
were very very helpful
my parcel was delivered
• Customers want to tell to ensure I ordered
with a small, but
the correct part.
you their feelings reasonable delay.
• Reading customer
comments remains the amount charged I found the search
was scandalOUS for facility to be lacking. I
effective method of just a small amount tried to use this but
ended up with eithER too
starting root cause of plastic foam and I
feel that your many or no results.
analysis stockist should be ended up going on ebay to
find what I wanted, copied
made to carry stocks
the part number and then
• BUT of these items which
searched that on your
need renewal from
– difficult if volume is time to time site. Very infuriating only
offset by the fact that
very high your prices are cheaper
than anyone else
– Can be inconsistent if
different users
categorise comments Your time for delivery
• Automation not easy. of product needs to be
reduced. Consider
– Text analytics still Where is my order? warehousing material in
the US.
immature technology

3. Automating Root Cause Analysis
• CustomerGauge can help
automatically organise customer
comments into “buckets”
• Customer chooses issues him/
herself
• Benefits:
– Send to most appropriate person
– Assign values to issues
– Understand Net Promoter
Impact
– Major issues and
logistics CommUNI- CUSTOMER PRODUCT
sub-issues can be CATION SERVICE
reported on
LATE DAMAGE Returns
Delivery

4. Reporting on Root Cause
• CustomerGauge
does the hard
work of organising
comments and
reporting for you
• Simple charts help
your team Self-Select Issues – Root cause analysis Root-cause Waterfall Chart
understand
sentiment and Your time for delivery of product
needs to be reduced. Consider
impact on Net warehousing material in the US.
Promoter Score
• Automatically, in
real time
– Shows number of
comments, NPS,
monetary value etc

5. How it works / 1. Survey Page 1
• Ask standard Net
Promoter®
question
• Follow up with
questions for
Detractor (“How
can we improve?”)
and Promoter
(“What did we do
well?”)
Detractor PROMOTER
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

6. How it works / 2. Survey Page 2
• Ask “Self-Select”
questions
(depending on
Promoter or
Detractor)
• Customer checks
boxes on likes/
dislikes
• Comments back up
the selections

7. How it works / 3. Multiple Selections
Level 1
DELIVERY Contact
CENTRE
Level 2
SHIPPING PACKAGING ORDER
COST STATUS
Comment
NPS
(from previous
page)
• Reporting is handled in
back end
• NPS and order values
added

8. How it works / 4. Reporting & Assigning
Assigned to:
Level 1 David
Smith
DELIVERY
Logistics
Manager
Level 2
SHIPPING PACKAGING ORDER
COST STATUS
Comment
• CustomerGauge allocates List
For
comments, values and NPS “Shipping
Cost”
scores
– Also assigns to individual or
department for action or analysis

9. How it works / 5. Waterfall Report
Concept: Waterfall chart: Company A: NPS 41
Detractors%
Promoters Detractors Overall NPS
19
60
41
Promoters% Net Promoter Score
Promoters% – Detractors% = NPS
Level 1 & Level
2 reasons for
• Waterfall shows the detractors
“bridge” between and prompters
Promoters and
Detractors using Level
1 issues
– Shows % of impact on
NPS
• Drill down report to
Level 2 is below chart.
Waterfall chart: Company B: NPS -3

10. How it works / 6. Setup and Maintain
• Level 1 and Level 2 reasons can be
edited at any time to tune survey
– Multiple languages
– Customisable for segments etc

11. Summary
• Customer “Self Select”
checkboxes on survey
automatically fills reports
in CustomerGauge
– Allocated to individuals
– Allows detailed analysis of
root cause
– Drives actions
• Simple and in real-time

12. Next steps and further reading
• Try a sample survey
here:
– http://bit.ly/hjQPGF
• Ask about how
CustomerGauge helps
organise issues into
improvement projects
– info@customergauge.com