The key factors that affect net promoter score for a software as a service company
Lynch, Francis (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202202232814
https://urn.fi/URN:NBN:fi:amk-202202232814
Tiivistelmä
The recent and ongoing global pandemic of Covid 19 has caused great turmoil across all service industries. Customers are by necessity receiving less face-to-face interaction and are becoming much more accustomed to requiring service through online and indirect communication channels. Considering this upheaval, it is more important than ever to focus one's attention on excellent customer service and achieving the highest levels of customer satisfaction.
The focus of this study is to determine the key factors that affect customer satisfaction for a Software as a Service (SAAS) Company. Company X completed a Net Promoter Score (NPS) Survey of their customers in 2019. In preparation for a repeat of this survey Company X wishes to analyse the results to determine the key factors that determine customer satisfaction. The information is to be used to update the survey with emphasis on any key factors found.
The study will provide insight into what areas the company is excelling and those where it may be lacking with regard to customer satisfaction. These areas will be further analysed to understand how they directly impacted the overall NPS Score achieved, and forecasting will be completed of the potential benefits of an increase to these factors.
A large part of the research data was provided as a secondary source provided by Company X. As such, the information used as the basis for this thesis is of the highest credibility and reliability. The direct research will be in analysing and interpreting this data according to known principles.
Results show the key elements that affect the NPS score are largely related to customer support related concerns. Indeed some 78% of those with negative responses mentioned Customer Service. Other factors including Product, Sales and Customer Relationship Management showed significantly better results, implying that the underlying products being offered are corresponding to the customer’s expectations. Reducing customer service pain points would offer the best return in terms of increasing the overall NPS score.
The focus of this study is to determine the key factors that affect customer satisfaction for a Software as a Service (SAAS) Company. Company X completed a Net Promoter Score (NPS) Survey of their customers in 2019. In preparation for a repeat of this survey Company X wishes to analyse the results to determine the key factors that determine customer satisfaction. The information is to be used to update the survey with emphasis on any key factors found.
The study will provide insight into what areas the company is excelling and those where it may be lacking with regard to customer satisfaction. These areas will be further analysed to understand how they directly impacted the overall NPS Score achieved, and forecasting will be completed of the potential benefits of an increase to these factors.
A large part of the research data was provided as a secondary source provided by Company X. As such, the information used as the basis for this thesis is of the highest credibility and reliability. The direct research will be in analysing and interpreting this data according to known principles.
Results show the key elements that affect the NPS score are largely related to customer support related concerns. Indeed some 78% of those with negative responses mentioned Customer Service. Other factors including Product, Sales and Customer Relationship Management showed significantly better results, implying that the underlying products being offered are corresponding to the customer’s expectations. Reducing customer service pain points would offer the best return in terms of increasing the overall NPS score.