Predictive NPS (pNPS) - Using Machine Learning to Generate Customer Satisfaction Scores
Save Big on Coursera Plus. 7,000+ courses at $160 off. Limited Time Only! Grab it Learn about Predictive Net Promoter Score (pNPS) in this conference talk from Data Science Conference Europe 2022, where Martin Dimov demonstrates how machine learning can revolutionize customer satisfaction measurement. Explore how pNPS overcomes traditional NPS survey limitations by generating satisfaction scores for all customers in real-time, rather than just the typical 10-15% survey respondents. Discover the technical implementation of pNPS as a web-based automated modeling solution running on Kubernetes clusters, featuring a backend data-modeling engine that processes datasets through API channels. Understand how this enhanced customer insight enables proactive engagement to improve satisfaction, facilitates scaling of close-the-loop programs, and leverages promoters for increased up-sell, cross-sell, and referral opportunities.