Case Study

Case Study #5 - NPS

UX Consultancy Guide for Clients
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UX Consultancy Guide for Clients
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Goal

Our client wanted to know how satisfied their customers are with their service. With net promoter study research, we could find out by asking end customers to rate a company's online service. NPS research allows us on:

  • finding key touchpoints for customers experience
  • improving the performance of the company as a whole
  • understanding impact client's products have on the market
  • optimizing advertising campaigns


Process

The proposed research intervals for online studies were three times in one year. Through workshops with stakeholders, we were able to define critical actions necessary for improving customer satisfaction and determine priorities of execution. 

We have implemented NPS at the end of the service subscription/checkout process, from which we were able to get numerous feedbacks.  

Over a given period, we refined the reports to focus on the highest priority goals and tasks. 

We have created for the client a few types of reports:

  • Crucial strategic metrics report  - to track critical metrics by individual service
  • Quality feedback report - for analysis of open-ended feedback from customers on communities
  • Interaction level alerts report - for specific touchpoints tracking on user flow level (UI level), requiring the CX team's immediate attention 

The client regularly consults with us for guidance and how to implement new goals and new tools for more advanced tracking. 


Results

With continuous work and monitoring of customers' satisfaction, we were able to provide our clients with the possibility to remain ahead of customers' needs and overcome new obstacles. 

Using the NPS method enabled a stronger relationship between the company and its customers, improved resolve time for time-sensitive issues, and identify new opportunities on the market.