Since its launch nearly 20 years ago, Net Promoter Score (NPS) has become a key business metric for measuring customer sentiment across the world. All companies want to know what their customers think of them, and billions are spent annually on surveys that ask a simple question – the likelihood of recommending a product or service to a friend on a scale of 1 – 10. 

Recent research has shown that companies with a positive NPS score grew revenue 1.4 times faster and increased customer lifetime value 1.6 times more than other companies.

Today, however, NPS scores are hampered by low survey response rates. Also, GDPR opt-outs from over contact have resulted in NPS scores that do not accurately reflect the sentiment of the company’s entire customer base.

To overcome this, Idiro has announced the launch of its Predicted NPS product that uses advanced analytics and AI to:  

• Provide 100% insight into customer sentiment across the customer base and measure individual customer experience 
• Determine the drivers of, and provide root cause analysis for, Promoter Experience and Detractor Experience to predict future sentiment and NPS
• Enable companies to intervene and engage with their users based on predicted customer sentiment

“This is an opportunity for companies who are invested in customer experience, and want to grow their revenues by understanding customer sentiment right across their customer base and also the drivers for that sentiment. More importantly, it enables companies to take actions to ensure reduced customer effort and increased customer lifetime value, while providing an optimal customer experience,” said Aidan Connolly, CEO of Idiro Analytics.

Idiro has built the Predicted NPS product in conjunction with a major telecommunications company and is now inviting up to three customer-centric companies to join its Predicted NPS beta programme. These companies will have the opportunity to shape the future of the product in terms of function, direct integration to campaign management tools and data visualisation.