Business case and driver modelling

How much is each individual CX measure worth?

Prioritisation of measures
Often, numerous measures are developed within a company to contribute to increasing the NPS. Due to limited financial and human resources, these often conflict with measures that do not directly contribute to customer centricity. However, in order to compare costs and gains for prioritisation, the necessary instruments/tools are often lacking.

We provide tools for determining the ROI
There are two main pieces of information needed to prioritise actions:

  1. what is the value of an NPS point*?
  2. how strong is the impact of the measure on the NPS?

To determine these two pieces of information, we use a combination of a driver model (including a simulation tool) and a business case.

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