CustomerGauge Automating Root Cause Analysis for Net Promoter

Adam Dorrell 04 January 2011

Understanding Root Cause

•  Customers want to tell you their feelings

•  Reading customer comments remains effective method of starting root cause analysis

•  BUT –  difficult if volume is

very high –  Can be inconsistent if

different users categorise comments

•  Automation not easy. –  Text analytics still

immature technology

Your time for delivery of product needs to be

reduced. Consider warehousing material in

the US.

the exploded diagrams were very very helpful to ensure I ordered

the correct part.

the amount charged was scandalOUS for just a small amount of plastic foam and I

feel that your stockist should be

made to carry stocks of these items which need renewal from

time to time

it all worked. Despite the snow before Christmas, my parcel was delivered

with a small, but reasonable delay.

Where is my order?

I found the search facility to be lacking. I tried to use this but

ended up with eithER too many or no results.

ended up going on ebay to find what I wanted, copied the part number and then

searched that on your site. Very infuriating only

offset by the fact that your prices are cheaper

than anyone else

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

sub-issues can be reported on

logistics CommUNI-CATION

CUSTOMER SERVICE

PRODUCT

LATE Delivery

DAMAGE Returns

Root-cause Waterfall Chart

Reporting on Root Cause

•  CustomerGauge does the hard work of organising comments and reporting for you

•  Simple charts help your team understand sentiment and impact on Net Promoter Score

•  Automatically, in real time

–  Shows number of comments, NPS, monetary value etc

Self-Select Issues – Root cause analysis

Your time for delivery of product needs to be reduced. Consider warehousing material in the US.

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.

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

How it works / 3. Multiple Selections

DELIVERY

SHIPPING COST

PACKAGING ORDER STATUS

Level 1

Level 2

Contact CENTRE

Comment

NPS (from previous page)

•  Reporting is handled in back end

•  NPS and order values added

How it works / 4. Reporting & Assigning

•  CustomerGauge allocates comments, values and NPS scores

–  Also assigns to individual or department for action or analysis

DELIVERY

SHIPPING COST

PACKAGING ORDER STATUS

Level 1

Level 2

Comment List For “Shipping Cost”

Assigned to: David Smith Logistics Manager

How it works / 5. Waterfall Report

•  Waterfall shows the “bridge” between Promoters and Detractors using Level 1 issues

–  Shows % of impact on NPS

•  Drill down report to Level 2 is below chart.

Waterfall chart: Company A: NPS 41

Waterfall chart: Company B: NPS -3

Level 1 & Level 2 reasons for detractors and prompters

Promoters Detractors Overall NPS

60

19

41

Promoters%

Detractors%

Net Promoter Score Promoters% – Detractors% = NPS

Concept:

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

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

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