NPS Diagnostic

  • How likely is the customer to promote    the brand?
  • How does the NPS vary across regions and products and how does it compare with key competitors? 
  • What are the key reasons for a customer to be a promoter / detractor? 
  • What are the improvement areas across product categories? 
  • What is the level of stickiness across product categories? 
  • What are the triggers that would make customers shift to another        brand? 
  • What are the relative strengths and weaknesses that have the highest impact on NPS? 



Relevant Case Studies

  • Evaluate patient NPS for a large national diagnostic chain in India
  • Dairy consumer NPS study
  • NPS study to understand drivers of promotion and detractors for a large electronic store chain
  • Quantitative survey to evaluate Traveller’s Awareness, Mindset & Search points and impact on NPS
  • Qualitative survey to understand buyer NPS and compare against competition for a global provider of networking solutions
  • Merchant NPS diagnostic and improvement for an online coupons and discounts players
  • Commercial due diligence for eating-out platform including NPS diagnostics on various platforms
  • Conducting a farmer NPS study for an AgriTech company in agricultural inputs and outputs space
  • Quantitative survey to understand NPS and reasons for variation among online personal care brands
  • User study to benchmark preferences and adoption of upskilling platforms
  • NPS study for Insurtech player
  • NPS study for NBFC player across various loan products
  • Customer NPS diagnostic of a cab aggregator
  • Benchmarking of co-living survey basis NPS and value proposition to homeowners
  • Understanding feedback of Indian e-commerce logistics players
  • NPS study for a large hospital for its various services
  • Diagnostic research for platform facilitating exchange of tractors

Evaluate patient NPS for a large national diagnostic chain in India

Evaluate patient NPS for a large national diagnostic chain in India

Objective

  • A large diagnostic chain wanted to do a quick assessment of the patient’s NPS and understand how it varies across cities

Methodology

  • Conducted a survey of 1000+ patients across Metro / Tier 1 / Tier 2 / Tier 3 cities and held 100+ patient in-depth interviews to understand patient experience from registration to report collection, gain insights on referral metrics and identify promotors/detractors
  • Identified and evaluated the key criteria for referral and who the patients refer to – friends/family
  • Understood how the NPS varies across city type and type of center from where the sample is collected – owned collection center, franchisee collection center, hospital partner labs, etc.

Impact / Outcome

  • Successfully provided the client with overall NPS and shared insights on how it varied across regions and types of center
  • The client was able to understand the root causes of why the NPS was low in Tier 2 cities and franchisee labs and built a plan to improve it
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Dairy consumer NPS study

Dairy consumer NPS study

Objective

  • An investor wanted to conduct an NPS study for one of its portfolio companies operating in milk subscription business to understand the overall experience / satisfaction level of the customers

Methodology

  • Conducted consumer survey (N = 130) and in-depth interviews of dairy subscription customers and churned customers across multiple cities (mix of metro and tier 1 cities) for different customer archetypes (based on household types, age groups, employment status, and gender) 
  • Created a dynamic excel model and survey data book to depict the trends in customer profile, consumer experience & usage, reasons for subscribing to the player’s services, up-selling opportunities, reasons for churn across age profile, location & annual household income

Impact / Outcome

  • Client was able to understand the key strengths and improvement areas of the dairy subscription company, detailed insights on the consumer behavior, up-selling opportunities and the reasons of churn among the consumers
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NPS study to understand drivers of promotion and detractors for a large electronic store chain

NPS study to understand drivers of promotion and detractors for a large electronic store chain

Objective

  • Client was looking to collect NPS of its products by customer segment and geography while understanding drivers of promotion and detractors

Methodology

  • Conducted in-depth interviews (N = 50) of store owners across 8 cities of India to understand key drivers of promoters and detractors at category and sub-category level 
  • Conducted in-depth interviews (N = 200) of customers looking to shop for specific products in the categories and sub-categories to understand NPS and its drivers
  • Primary surveys for customers (N = 500) and non-customers (N = 500) to understand preferences and NPS (and its drivers)

Impact / Outcome

  • Client was able to understand correlation between NPS and future share of wallet across segments and geographies 
  • Enabled the client in understanding themes around key strengths and weaknesses across type of store and geographies and map factors that will convert detractors to promoters 
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Quantitative survey to evaluate Traveller’s Awareness, Mindset & Search points and impact on NPS

Quantitative survey to evaluate Traveller’s Awareness, Mindset & Search points and impact on NPS

Objective

  • Client wanted to understand the sources of traveller awareness, mindset and its impact on NPS

Methodology

  • Conducted survey (N > 700) across city tiers, sources of awareness, websites used to understand journey adopted and travel booking-related behavior
  • In-depth analysis of customer NPS and dominant drivers for each of the three segments (promoters / neutrals / detractors)

Impact / Outcome

  • Helped the client with detailed insights on traveller journey and which levers should be impacted to enhance the booking experience 
Let's talk

Qualitative survey to understand buyer NPS and compare against competition for a global provider of networking solutions

Qualitative survey to understand buyer NPS and compare against competition for a global provider of networking solutions

Objective

  • A global provider of networking solutions wanted to understand buyer perception, buyer NPS and drivers of NPS

Methodology

  • Conducted in-depth qualitative discussions with (N = 100) across network solutions buyers of different size and industry verticals to understand feedback on network solutions
  • In-depth analysis of buyer NPS and dominant drivers for each of the three segments (promoters / neutrals / detractors)
  • Evaluated gaps and pain points in current network solutions used by buyers

Impact / Outcome

  • Helped the client with detailed insights on their buyer base including current gaps and drivers of promotions
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Merchant NPS diagnostic and improvement for an online coupons and discounts players

Merchant NPS diagnostic and improvement for an online coupons and discounts players

Objective

  • To measure and improve seller / merchant NPS by mapping the feedback on key factors across the driver tree 

Methodology

  
  • In-depth interviews (N = 30) with merchants across segments like restaurants, departmental stores, pharmacies etc. to understand the key factors and mapping the driver tree 
  • Conducted quantitate survey (N = 200) across 10+ cities and across multiple merchant segments 
  • Analysis in combination with client data to understand NPS variation across seller archetypes, purchase channel, category, loyalty program membership and brands sold by the seller  
  • Identify and understand the key reasons for driver and promotion to improve seller NPS 

Impact / Outcome

  • Client was provided with an in-depth understanding of level of satisfaction of existing merchants on its platform along with key levers to improve NPS
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Commercial due diligence for eating-out platform including NPS diagnostics on various platforms

Commercial due diligence for eating-out platform including NPS diagnostics on various platforms

Objective

  • A PE firm was interested in investing in an online platform aiming to become the one-stop solution for eating out
  • Client specifically wanted to understand NPS of leading players viz. a viz. leading competitors along with drivers of promotion and detraction 

Methodology  

  • Conducted 2 customer surveys (warm) of N~500 each to understand customer perception and experience on eating-out platforms and gaps in experience across key metro cities in India 
  • Conducted N = 20 interviews customer in-depth interviews to understand customer opinion on various eating-out platforms 
  • Conducted N = 10 restaurant partner interviews to get their perspective on consumer experience and on-ground difficulties 

Impact / Outcome 

  • Successfully provided client with deep, comprehensive NPS benchmarks across key players with reasons for said ratings 
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Conducting a farmer NPS study for an AgriTech company in agricultural inputs and outputs space

Conducting a farmer NPS study for an AgriTech company in agricultural inputs and outputs space

Objective

  • An Indian AgriTech player providing an online marketplace for agricultural inputs and outputs wanted to conduct an NPS diagnostic amongst its farmer customers, and understand the drivers behind the same  

Methodology 

  • Conducted in-depth interviews of farmers (N = 15) to understand their requirements in terms of agricultural inputs and output, and key AgriTech platforms they are using / have used 
  • Conducted quantitative survey among 500 farmers to understand AgriTech player NPS, key drivers, pain points and improvement areas, by geo, type of farmers, and type of crop grown 
  • Conducted quantitative survey among 200 farmers to understand key competitor platform NPS, drivers and weaknesses. 
  • Conducted in-depth analysis to understand relative strengths and improvement areas for AgriTech player

Impact / Outcome 

  • Helped client to understand relative NPS and key drivers of the same, as well as key improvement areas to strengthen value proposition and overall customer experience
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Quantitative survey to understand NPS and reasons for variation among online personal care brands

Quantitative survey to understand NPS and reasons for variation among online personal care brands

Objective

  • An online personal care brand wanted to assess consumer perception, brand experience, loyalty, and repeat purchase across seven shortlisted direct-to-consumer personal care brands via a NPS diagnostic  

Methodology

  • Conducted consumer survey (N = 1000) and in-depth consumer interviews (N = 30) across 15 cities (mix of metro, tier 1 & 2 cities) for different customer segments (based on gender, age groups, income, % disposable income spend on personal care etc) to understand the consumer perception, brand likability and purchase experience of the relevant brands 
  • Implemented statistical analysis such as regression, classification on the data-set to uncover which factors are the most relevant in influencing purchases 
  • Conducted in-depth SWOT analysis and offering-mapping to depict the performance of each brand on the highlighted parameters 

Impact / Outcome

  • Equipped the client with detailed insights on brand perception, purchase preferences, needs in online personal care and how these parameters are driving the overall NPS scores 
  • Highlighted NPS scores across different customer segments to understand reasons behind customer satisfaction / dissatisfaction across segments  
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User study to benchmark preferences and adoption of upskilling platforms

User study to benchmark preferences and adoption of upskilling platforms

Objective

  • Large hedge fund wanted to understand awareness, adoption, and usage behaviour across upskilling platforms offering online programs in India 

Methodology

  • Conducted learner survey (N = 323) across city tiers and program-types 
  • Conducted in-depth interviews (N = 11 IDIs) to gauge selection process and usage behaviour across learner profiles 

Impact / Outcome

  • Client understood the drivers of growth for EdTech upskilling market and awareness/usage of leading platforms in India 
  • Client was further able to benchmark NPS scores and drivers of promotion/detraction of market leaders across key selection criteria, usage, and purchase behaviours 
Let's talk

NPS study for Insurtech player

NPS study for Insurtech player

Objective

  • A major Insurtech player wanted to understand its perception amongst customers and Direct Selling Agents (DSAs) vs traditional insurance and other Insurtech players
  • The client also wanted to understand the reasons for stickiness and detraction
  • The client wanted insights on improving agent efficiency and reducing attrition to other platforms.

Methodology

  • Conducted consumer survey (N = 500) and agent survey (N = 200) across 10 cities (mix of metro, tier 1 & 2 cities) for different customer segments (based on gender, age groups, income, % disposable income spend on personal care, etc.)
  • Calculated NPS across different customer segments to understand reasons for the difference in customer satisfaction and dissatisfaction
  • Conducted in-depth interviews (N = 20) with agents to understand key reasons for stickiness and propensity to switch to other Insurtech players
  • Used proprietary NPS framework to identify key action items detailing specific improvement points along with identifying relative strengths and weaknesses

Impact / Outcome

  • The client developed clarity on perception, preferences, and feedback as compared to its competitors with action points on how to improve NPS. The client understood the key reasons for the high attrition of agents and the industry's best practices. 
Let's talk

NPS study for NBFC player across various loan products

NPS study for NBFC player across various loan products

Objective

  • An emerging Non-Banking Financial Company (NBFC) wanted to understand its perception amongst customers and Direct Selling Agents (DSAs) vs other competing NBFCs along with
  • Client wanted to evaluate the reasons for stickiness and detraction
  • Client also wanted feedback on efficacy and efficiency of lead generation and customer service channels

Methodology

  • Conducted consumer survey (N = 500) across 25 cities (mix of metro, tier 1 & 2 cities) for different customer segments (based on gender, age groups, income, etc) and across key loan products (Personal loan, Business loan and Micro finance) 
  • Calculated NPS across different customer segments to understand reasons for difference in customer satisfaction across different segments  
  • Conducted in-depth interviews (N = 20) with customers to understand key reasons for stickiness and propensity to switch to other banks / NBFCs and reasons thereof 
  • Conducted in-depth interviews (N = 30) with DSAs to understand their preferences, reasons to push loans to certain banks / NBFCs and NPS 
  • Used proprietary NPS framework to identify key action items detailing specific improvement points along with identifying relative strengths and weaknesses

Impact / Outcome

 
  • Client developed clarity on perception, preferences and feedback as compared to its competitors with action points on how to improve NPS.
Let's talk

Customer NPS diagnostic of a cab aggregator

Customer NPS diagnostic of a cab aggregator

Objective

  • A pan-India cab aggregator wanted to assess consumer NPS, drivers, and barriers to adoption 

Methodology

  • Conducted consumer survey (N = 800) and in-depth consumer interviews (N = 20) in 4 weeks across 16 cities (mix of metro, tier 1 & 2 cities) for different customer archetypes (based on household types, age groups, employment status, and gender). 
  • Mapped customer journeys for offline and online booking of rides across various types of cab services through customer interviews (N = 10) and mystery shopping. 
  • Conducted partner interviews (N = 30) of cab drivers across cities. 
  • Carried out price and service benchmarking for key players (online aggregators, traditional cabs, local cabs). 

Impact / Outcome

  • The client understood relative NPS for self and competition brands, key strengths, and improvement areas. 
Let's talk

Benchmarking of co-living survey basis NPS and value proposition to homeowners

Benchmarking of co-living survey basis NPS and value proposition to homeowners

Objective

  • A multinational investor was looking to identify a potential investment target in the booming student housing and co-living market in India 
  • Client wanted to understand the strength of co-living companies’ value proposition & NPS to customers and real estate homeowners who supply properties to these companies

Methodology

  • Conducted in-depth interviews (N = 40) of real estate suppliers of 5 organized players 
  • Created discussion guides to understand NPS, perception, selection, and current experience w.r.t. earnings, relationship, yield, etc.
  • Created a set of parameters to shortlist the most lucrative company among competitors for an investment opportunity

Impact / Outcome 

  • Successfully provided client with comprehensive study benchmarking student housing and co-living players with deep insights including NPS on supply aspects to enable the firm to identify an attractive investment target
Let's talk

Understanding feedback of Indian e-commerce logistics players

Understanding feedback of Indian e-commerce logistics players

Objective

  • The client wanted to understand key players in the market, NPS, and customer feedback for the key players

Methodology

  • Divided the e-commerce logistics market into captive, specialized, traditional LSPs and LSP consolidators and understood their growth over the years
  • Benchmarked market leaders based on their profile, financial parameters, offerings, KPCs, team profile, and business model
  • Understood NPS and customer feedback for the key players on different parameters
  • Understood E-commerce logistics consolidator and SaaS market structure in the USA, China, and SEA

Impact / Outcome

  • The client was able to understand the e-commerce logistics market landscape in India for its service offerings
  • Also, the client was able to understand the profile, financials, KPCs, business model, NPS, and customer feedback of the key players
Let's talk

NPS study for a large hospital for its various services

NPS study for a large hospital for its various services

Objective 

  • A large hospital wanted to understand the patient feedback for its OPD and IPD services  

Methodology 

  • Conducted patient survey (N = 500) for different customer segments (based on gender, age groups, income, etc.)  
  • Calculated NPS across different patients to understand reasons for difference in customer satisfaction  
  • Conducted in-depth interviews (N = 30) with customers to understand their preferences, growth drivers / barriers  
  • Used proprietary NPS framework to identify key action items detailing specific improvement points along with identifying relative strengths and weaknesses 

Impact / Outcome 

  • Helped client get clarity on perception, preferences and feedback as compared to its competitors with action points on how to improve NPS 
Let's talk

Diagnostic research for platform facilitating exchange of tractors

Diagnostic research for platform facilitating exchange of tractors

Objective

  • A leading tractor manufacturing company wanted to understand its NPS amongst stakeholders, including different segments / personas of farmers, dealers and aggregators
  • Client wanted to understand the needs and pain points of stakeholders
  • Client wanted insights on the willingness of mechanics to be active advocates of awareness and usage of tractor app

Methodology 

  • Conducted in-depth interviews (N = 100) of farmers, dealers, aggregators and mechanics in 5 weeks across 10 states
  • Benchmarked different personas / segments among stakeholders, NPS, key needs and pain points in purchasing exchange tractors
  • Conducted customer survey (N = 100) for farmers, dealers and aggregators in 2 weeks across 10 states to understand KPC, NPS, drives of promotion and detraction, pain points & improvement areas 

Impact / Outcome 

  • Client understood the different segments / personas of stakeholders, their needs, NPS and pain points of tractor app 
Let's talk

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