How Numr CXM calculated and optimized Distributor NPS for our pharmaceutical client.
Our client is a leading pharmaceutical company. They wanted to find out what their distributors think about them and how satisfied they are.
Numr conducted email and telephonic surveys to find out our client’s relationship with their distributors.
Our client wanted to-
Numr created a CX survey based on the client’s requirements. Since, the original NPS question, ‘How likely are you to recommend us to your friends/colleagues?’ was not applicable to distributors, we changed it.
Instead, we asked the Satisfaction Question. That is,
‘How satisfied are you with us?’
It was asked on a 5-point scale, ranging from very dissatisfied to very satisfied.
Numr firmly believes that comments are the best source of customer feedback that might get missed in a structured survey.
Therefore, an open-ended comment box followed the detailed questionnaire. We then used Text Analytics to analyse it.
This survey was a wide network survey. Our client wanted to find out its perception among distributors as compared to its competitors.
We used Intuitive Association to form word clouds and find out the keywords that distributors associate with our client vs the competition.
Some of the phrases we used were-