CX Exec & Thought Leader || Complex Problem Solver || Tough Question Asker || Unabashed Truth Teller
Using GenAI to predict NPS and the Why🤔 Earlier this week, CX Today posted about a firm using GenAI to predict customers’ Net Promoter Score and the why behind the score. I am a big believer in predictive analytics👏, but I question: Can GenAI really provide the most important component of NPS — the why⁉ What are your thoughts?
I've seen the accuracy with which LLMs can predict the Net Promoter Score (which doesn't tell us why either) - and it's incredible how it can nail the top & bottom ranking - even in competitive comparison. The "why" behind performance of any metric still requires context - not just customer sentiment but the connection to what's happening in the business that influences sentiment and how that translates to customer behavior (stay longer, buy more, tell their friends, cost let to serve). The opportunity is to shift from time-delayed reaction to proactive and personalized experience management leveraging today's technology.
LLM is key. Without sufficient input the hallucinations will be significant (and probably interesting to read). NPS is a lagging indicator, so support call transcripts, reviews, etc. could get you to what you're looking for - the why.
Human Experience | Design | Technology | Mentor
1yI haven't read the article, but I have seen a couple of startups that work on predicting NPS. I am all in on this because it will reduce the number of surveys that companies keep sending. To ensure accuracy, sample surveys are used to confirm that the predictive model is working. Using GenAI to answer "The Why" is tricky, but I believe it will improve accuracy in the next 12-18 months. On the other hand, surveys will be more targeted and specific, and respondents' responses will be calibrated with the predictive NPS results.