Correlating NPS with existing Customer Data

2 min readSep 19, 2016

As we continue to move through the wave of digitalisation the businesses that make their data work for them are the ones riding the wave, the other ones are in for some tumbles and turns.

It’s really insightful to correlate NPS with other contextual customer data and visualising it. An example is correlating the NPS with length of service:-

Here Length of Service is defined as how long the customer relationship exists and is broken down as follows:-

First Impression: Less than two months
Developing Relationship: Between two and twelve months
Established Relationship: Longer than twelve months

The chart was created in Excel as an example and you can download it here: Excel File NPS correlated to length of service

Most businesses have a great deal of information in their CRM, Billing System or in-house tool that can be correlated with feedback and a metric resulting in great insights.

Assessing what customer data you have and how you can use it is a critical part of the Customer Experience strategy.

Written by Rekommend.io