Your NPS score serves as a general measure that allows you to track overall progress and improvements in your product, service, or organization. However, there are many factors that influence the score. By analyzing data points such as Average Handling Time, First Call Resolution, or feedback on traits like politeness or helpfulness, you can better understand what drives your NPS score.
Using Holistic Business Models (HBM) one can can reveal how big the contribution the various drivers have on your NPS score, allowing you to focus on the areas that need the most improvement. By layering customer churn data with customer experience metrics like NPS, you can predict when a customer is likely to cancel your service, and then create a customer churn model using tools such as Desupervised | ComNav
to identify at-risk customers and arrange for follow-up by your customer care team. The more data you collect and analyze alongside your NPS score, the better you'll understand what drives your customer experience and can prioritize your improvements to have the most significant impact.