ROI Toolkit
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The methodology
Collect CSAT/NPS data.
If using anonymised CSAT/NPS scores (e.g Business Benchmarking) use data analysis and behaviour mapping to attach a score to each individual customer.
Monitor correlation between CSAT/NPS and Churn/Retention over time for each customer.
Search for positive links between improved CSAT/NPS and reduced Churn / Increased Retention.
Through a positive correlation you can demonstrate that if you improve CSAT by X you will improve Retention by X%.
Add a Business Value. If you increase Retention by X% you will increase revenue by Ā£X.
Invest Ā£x = Improve CSAT by X = Increase Retention Rate by X% = Increase Revenues by Ā£X
Increased Revenue Ā£X ā Investment Ā£X= ROI Ā£X
An example organisation using the Collect CSAT/NPS data metric
Things to consider
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Key research/insight from us
The Customer Knows (2016)
- 67% of customers who had a great experience with an employee said they would buy again from that organisation, compared to 11% who had a bad experience.
- 63% of customers who had a great experience with an employee said they would recommend that organisation, compared to 10% who had a bad experience.
Another research item
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Test Research Item
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