Have you figured out how to predict NPS detractors?
With just 27% of detractors verbally expressing dissatisfaction, this needs to go far beyond mere sentiment listening.
This informal webinar is a discussion of discoveries after analysing millions of customer interactions from enterprise clients including Vodafone, Thames Water, British Gas, and many more.
Andrew Moorhouse (Alitical) and Dr Danica Damljanovic (Sentient Machines) present results from the analysis of ~20,000 live chat conversations, and uncover 11 distinct categories accounting for 94% of the variability in NPS detractors.
No thinly veiled vendor white paper.
No sales pitch.
Just some fascinating data with an awesome bunch of participants.
Highlights:
Why negative vs. positive sentiment analysis is not enough
Predicting NPS by analysing the emotional journey of customers
Premature call closing and its impact on NPS
Without resolution for the customer, apologies just aren't enough
Importance of the use of language in converting detractors to promoters
Why overloading customers with information almost always leads to low NPS