JAPAC Net Promoter Score (NPS) Analysis

This project focuses on the analysis of the NPS data we received from JAPAC customers every month, encompassing both quantitative metrics and the qualitative comments provided in the NPS surveys. Our goal is to extract key themes, uncover noteworthy insights, and present these findings to our stakeholders, ultimately driving meaningful improvements based on customer feedback.

Role: Data Analyst / Lead UX researcher

Method: Quantitative and qualitative data analysis

Company: Oracle

Timeline: Regular basis

Background

The Net Promoter Score (NPS) has emerged as a crucial metric for assessing customer satisfaction and collecting user feedback. The JAPAC NPS Project aims to decode NPS responses from local customers, uncovering key insights and trends. By analyzing both numerical scores and qualitative comments, we seek to improve our products and services in line with our customers' expectations. This project underscores our commitment to customer-centricity and continuous enhancement in the JAPAC market.

Goals

Enhance Customer Satisfaction: Use NPS data analysis to identify pain points and areas of improvement specific to the JAPAC region, ultimately leading to enhanced customer satisfaction and loyalty.
Optimize Product and Service Offerings: Leverage insights gained from NPS responses to fine-tune our products and services, ensuring they align more closely with the preferences and needs of our local JAPAC customer base.
Drive Data-Informed Decision-Making: Establish a data-driven culture within the organization by using NPS insights as a foundation for strategic decision-making, fostering a proactive approach to customer-centric improvements.

Method

Data Collection and Preparation: Collecting and cleaning approximately 2,000 rows of data each month
Quantitative Analysis: Calculating NPS scores, tracking trends, comparing different customer groups, and identifying at-risk customers.
Qualitative Analysis: Comments categorization and key/recurring themes identification
Insights Reporting: Insights report generation and sharing

Insights

After conducting data analysis, a multitude of valuable insights emerged, encompassing prominent issues in various countries, recommendations for enhancing features, user-driven needs and requirements, and notable shifts in overall satisfaction. These insights may potentially lead to more comprehensive research projects for detailed feedback. Below are examples of the types of insights typically derived from the analysis process (please note that these examples serve as illustrations and do not represent actual findings due to confidentiality considerations):

Persistent Performance Challenges: Many customers continue to encounter performance issues, even after the data center migration, particularly during data entry tasks.
Desire for Self-Help: Customers recognize the system's potential and express interest in self-help options but lack accessible learning resources to harness its capabilities effectively.
Localized Feature Gaps: Customers perceive gaps in localized feature offerings, such as the absence of local reports and limited support for consumption tax recognition.
Satisfaction Post-Update: Customer satisfaction experienced a notable decline following the release of the updated app version.
...

Research Impact

Strategical Impact

Pain Point Resolution: NPS insights pinpoint pain points and facilitates their inclusion in the product backlog for development.
Market Prioritization: Understanding customer priorities in each country informs strategic decisions about future app developments, ensuring alignment with user preferences and maximizing market potential.

Stakeholder Collaboration Impact

Research Collaboration: Collaborating with PMs for future research projects, based on NPS findings.
Enhanced Team Understanding: Sharing NPS insights with the scrum team fosters a deeper understanding of user needs, guiding design decisions and leading to more user-centric product development.

Product Impact

User-Centered Design: NPS feedback guides product design by uncovering user needs, resulting in a more user-friendly and satisfying product.
Improved User Satisfaction: Prioritizing NPS-driven enhancements enhances user satisfaction, increasing product adoption rates and overall success in the market.

My Learning

Certain UI/UX challenges stem from system limitations, necessitating a comprehensive system overhaul for resolution.
In cases where customer comments lack clarity, proactive communication with customers is crucial to understand their feedback.
It's essential to recognize that customer requirements for the same feature can vary significantly across different countries due to distinct habits and cultural nuances.