Tracking NPS is critical for understanding customers, determining competitive positioning, providing direction for meaningful change, and recognizing executive leadership. As an integral business component, a NPS tracker must remain reliable while adjusting to ongoing changing business needs and a changing environment. The client needed to understand and monitor the company’s position in the market – both competitively and by business line – to identify strengths and opportunities that will improve brand loyalty and drive engagement. The client sought a true research partner to consult with, design, and flawlessly execute the program.

CMB designed, onboarded, and ran all aspects of the tracker for several years, including the management of a highly complex sample. The CMB team innovated the process to automate and enhance aspects of the NPS program to run more efficiently, saving time to address ad hoc questions and requests in real-time. In automating and streamlining the tracker, a proprietary AI Verbatim coding tool was created that categorized and organized consumer sentiment in their own words, providing rich insights while shortening time to reporting and delivering faster results.

The rigorous process, proactive project management, tailored advanced analytics, and technological innovations to the NPS program have provided our Fortune 500 client with critical, timely data that they have come to rely on to support their most strategic business decisions.