Enhanced Net Promoter Score Survey for Customer Acquisition Impact
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Solution Overview
Problem
The conventional system for determining the effect of promoters and detractors on net customer acquisition lacks granularity in business metrics at a customer level, failing to account for variations within customer groups and leading to a simplified understanding of customer behavior and acquisition dynamics.
Innovation Solution
A system and method that conduct an enhanced net promoter score survey to capture referral dispositions of respondents, processing responses to compute the impact of promoters and detractors on net customer acquisition by assessing NPS ratings, referral disposition indices, and calculating referral and discouragement impacts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional survey-based NPS approach is used, then implementation simplicity is maintained, but measurement precision of customer acquisition impact is insufficient
Solution Approach 1:
The patent segments the conventional NPS approach by introducing distinct modules: a survey module for data collection, a processing module for computing NPS and referral disposition indices, and an analysis module for determining promoter and detractor impacts on customer acquisition. This segmentation enables precise measurement while organizing system complexity into manageable components.
Solution Approach 2:
The patent introduces referral disposition indices as intermediary metrics that bridge the gap between simple NPS ratings and complex customer acquisition outcomes. These indices serve as mediators that translate survey responses into quantifiable impact measurements, enhancing precision without directly exposing the complexity of the underlying computational models.
2Loss of information
If conventional NPS calculation is used, then ease of operation is maintained, but loss of information about customer behavior variations occurs
Solution Approach 1:
The patent applies local quality by computing separate referral disposition indices for promoters and detractors individually, rather than applying a uniform calculation to all customers. This allows the system to capture and preserve information about variations within customer groups while maintaining the operational simplicity of standardized index calculations for each segment.
Solution Approach 2:
The patent adds a new dimension to conventional NPS by introducing referral disposition indices that measure not just satisfaction but also the actual referral behavior impact. This dimensional expansion captures information about customer behavior variations that traditional NPS alone cannot detect, while keeping the calculation approach consistent with existing NPS methodologies.
3Measurement precision
If enhanced survey with multiple questions is implemented, then measurement precision of referral disposition is improved, but use of energy and time for survey administration increases
Solution Approach 1:
The patent extracts the essential referral disposition information from a comprehensive multi-question survey by identifying and prioritizing key response elements. The processing module selectively extracts relevant data points needed for calculating referral disposition indices, reducing the effective processing burden while maintaining measurement precision for the most critical aspects of referral behavior.
Data Source
AI summary
A system for determining effect of promoters and detractors on net customer acquisition, the system comprising of, a data acquisition module configured to conduct an enhanced net promoter score survey for capturing a referral disposition by receiving an input related to recommendations or positive feedback given to others, positive feedback received from others, negative feedback given to others, and negative feedback or communication received from others by a respondent and a data processing module connected with the data acquisition module, the data processing module configured to determining effect of promoters and detractors on net customer acquisition by processing the referral disposition.