Bain Telecom NPS® Navigator

For years, Bain has gathered brand-level Net Promoter® data from thousands of U.S. telco customers, enabling us to create a data engine that contains tens of thousands of responses. We now combine that with episode-level data and, by applying artificial intelligence, machine learning and state-of-the-art analytics and data visualization, allow you to drill down and see which customer episodes have the “potential to delight” if executed well—or severely hamper your performance if executed poorly.

Bain Telecom NPS Navigator is a subscription-based online service that features an intuitive dashboard interface, allowing you to quickly assess how you compare to your competitors across 10 distinct episodes in the customer journey, beginning with how customers buy and onboard to how they upgrade, change service, stay or leave, and more (see sample output below). See how much time customers spend on each episode, what Net Promoter Score they give it, and what specific comments they offer about it.

This rich data set also encompasses demographics, segmentation, interaction frequency, and a host of customer experience KPIs, allowing you to explore customer satisfaction at a deep level. You’ll be able to discover not only what customers feel, but why they feel that way. See how you compare to your competitors today, and analyze the trend lines to see where you’re gaining ground and where you may be losing your edge.

Bain Telecom NPS Navigator is available now for all major U.S. telcos, and is rapidly expanding to other geographies. A variety of plans are offered, and can include customized executive summaries, Bain consulting expertise, and other features. Contact us for a demo account and see if this is the right solution to differentiate you from your competitors.