Customer NPS - Key Pain Points

Challenge

Identify key areas of customer dissatisfaction, as indicated by the lowest Net Promoter Scores (NPS), to understand the drivers of negative feedback and potential customer attrition.

Solution

Develop interactive NPS dashboards using Looker Studio and MySQL to provide granular insights into customer sentiment. The dashboards will feature calculated NPS values and dynamic filters for order value, order date, last order date, and total number of orders, enabling segmented analysis.

Impact

Temporal Analysis of Customer Sentiment: Enable day-over-day and week-over-week tracking of NPS trends to identify shifts in customer satisfaction

Granular Identification of Pain Points: Facilitate drill-down analysis to pinpoint specific areas and customer segments experiencing the most significant dissatisfaction.

Data-Driven Insights for Strategic Action: Equip stakeholders with actionable intelligence to address customer pain points, optimize customer experience, and potentially mitigate revenue loss due to churn.

Topics:

Customer Analytics, Net Promoter Score (NPS) Analysis, Interactive Data Visualization, Calculated Metrics, Business Intelligence, Customer Experience Management, Revenue Optimization.

Tools:

Looker Studio, MySQL

QuickLook Images

A multipage interactive dashboard using Looker Studio, BigQuery and SQL

Page 1: Executive Summary - NPS Performance Overview

Provide a high-level summary of the overall NPS score and its trend over time. Allow business users to quickly filter by key segments (e.g., order value tiers, customer tenure) to identify broad areas of concern. Visualizations should clearly highlight the distribution of promoters, passives, and detractors.

Page 2: Deep Dive into Pain Points and Timelines

Enable users to investigate specific areas of low NPS and associated customer feedback. This page will display key pain points identified in each area, their evolution over time, and the ability to filter by high-value orders, total order count, last order date, and assignment of issue resolution (if applicable). This facilitates prioritization of critical issues impacting valuable customers.

Page 3: Qualitative Customer Feedback Analysis

Present verbatim customer comments and feedback associated with different NPS scores and areas of concern. Implement text analysis capabilities (if feasible within Looker Studio or as a follow-up analysis) to identify recurring themes and sentiment within the feedback.

Page 5: Customer Profile Analysis of Feedback Providers

Offer insights into the profiles of customers providing feedback (e.g., purchase frequency, average order value, demographics if available and relevant). This can help identify if specific customer segments are disproportionately represented in the negative feedback.

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