Decision Tool

The NPS Financial Impact Scenario Modeler

Model The Financial Impact Of Different Scenarios For How NPS Increases Or Decreases

August 11th, 2022
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Yi Qin Teow, Senior Consultant, APAC Consulting
Yi Qin Teow Senior Consultant, APAC Consulting
Christian Fischer, null
Christian Fischer
YZ
Yapei Zhang
With contributors:
Kara Hoisington , Jana Gül , Harley Manning , Shayna Neuburg

Summary

Customer experience (CX) leaders in companies that measure Net Promoter Score℠ (NPS) must understand the financial impact of improving the score. Due to the way that NPS is calculated, CX leaders must model the impact of score changes based on how the score changed — e.g., whether the NPS change was due to an increase in promoters versus a decrease in detractors. This tool lets CX leaders model the financial impact of different scenarios they may encounter.

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