WOULD YOU RECOMMEND THIS EVENT? A POWER AUTOMATE AND POWER BI NPS CASE STUDY

The Net Promoter Score (NPS) is a common metric in customer experience, first developed in 2003 by Bain and Company.​

Learn how to measure your customer loyalty and satisfaction using Power BI and Power Automate.

Transcript

1. IFEANYI BENNY IHEAGWARA WOULD YOU RECOMMEND THIS EVENT? A POWER AUTOMATE AND POWER BI NPS CASE STUDY
2. ABOUT ME • Data Analyst at Asset & Resource Management Holding Company (ARM HoldCo). I love to write, share knowledge, and build incredible data solutions. Outside work, I watch movies and anime, volunteer at communities or boot camps, and writing technical articles.
3. NET PROMOTER SCORE (NPS)
4. WHAT IS A NET PROMOTER SCORE? • A common metric in customer experience. • First developed in 2003 by Bain and Company. • Measures customer loyalty and satisfaction by looking at their likelihood of recommending a given business. • Your NPS score is measured with a single- question survey. • Number ranges from -100 to +100, where a higher score is desirable.
5. THE QUESTION? “How likely is it that you would recommend [Organization X/Product Y/Service Z] to a friend or colleague?”
6. WHY USE NPS? • Simplicity • Ease (can be used anywhere and anytime) and by various industry. • Predictor of business growth. • Rate your customers'enthusiastic level.
7. CONS? • Not enough. • Ask for the why, follow-up questions as part of the standard NPS survey with Internal benchmarks.
8. HOW TO CALCULATE AN NPS SCORE
9. HOW TO CALCULATE AN NPS SCORE Detractors = 10 Passive = 20 Promoters = 70 NPS = Promoters – Detractor NPS = 70-10 = 60
10. LET'S GET STARTED • Microsoft Form • Online Excel: • Power Automate: • SQL • Power BI Watch the video here: https://www.youtube.com/live/6SyKwxmeNpU?si=4QXXKKLFLbdJBkSK
11. WHAT IS A GOOD SCORE? This depends on YOU! • Above 0 is good, • Above 20 is favorable, • Above 50 is excellent, and • Above 80 is world-class • 70 or more: outstanding • 50 to 69: strong • 49 or less: needs improvement • Below 0: red flag!
12. WOULD YOU RECOMMEND THIS EVENT? Watch the video here: https://www.youtube.com/live/6SyKwxmeNpU?si=4QXXKKLFLbdJBkSK
13. RESOURCES • https://www.productplan.com/glossary/net- promoter-score/ • https://www.qualtrics.com/experience- management/customer/net-promoter- score/#:~:text=An%20NPS%20score%20measures%20 customer,a%20higher%20score%20is%20desirable • https://www.netpromotersystem.com/about/
14. THANK YOU Global Power Platform Bootcamp 2024 Arkansas