Predictive Promoter

Predictive Promoter is a bundle of software, tailored services and bespoke training delivery based around IBM SPSS Modeler and IBM SPSS Statistics that is designed to help organisations improve their Net Promoter Score by better understanding which customers are loyal and what factors are driving that loyalty.

Using Predictive Promoter will allow your organisation to:

• Understand how patterns in your operational and transactional data correlate with and explain variations in NPS scores and satisfaction ratings – this will help you identify the specific factors which are driving customer loyalty in your organisation.
• Generate a hierarchy of the 10 most critical factors associated with customers’ likelihood to recommend your organisation to a friend or relative so you can effectively prioritise the actions you need to take to improve customer loyalty.
• Build a predictive model that will allow you to predict the NPS status all customers (current and past) not just those surveyed, so that you have complete oversight of your whole customer base without the expense of having to survey everyone.
• Analyse ‘what if’ scenarios to understand the likely impact of changes in policies or processes on customers’ propensity to recommend you in order to best understand what actions you need to take and when.
• Exploit hidden patterns in unstructured (text) such as free text fields in surveys or social media data in order to enhance model accuracy, and uncover the subtle but critical details that make the difference between detractors and promoters.
• Identify ‘Persuadables’ i.e. those customers whose profile indicates they could be converted from ‘Passive’ to ‘Promoters’
• Develop the basis of a real time ‘Red Alert’ system that will identify high value customers at risk of becoming ‘Detractors’ due to changes in circumstances or experiences and allowing organisations time to intervene and take remedial action