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Bain Telecom NPS® Navigator
Take customer experience and customer loyalty to entirely new levels, powered by Bain’s unique episode-level NPS benchmarks.
Bain & Company, inventor of the Net Promoter Score® and Net Promoter System®, now brings you Bain Telecom NPS Navigator, a robust benchmarking subscription service that provides telcos with insights into every step of the customer journey. The result: You'll spot trends and identify areas of opportunity so you can delight customers and win in an increasingly zero-sum market.
Bain Telecom NPS Navigator captures a customer Net Promoter Score for each discrete interaction, or episode, that a customer has with a carrier. Why does this matter? Because, while high-level scores are invaluable for gauging overall customer satisfaction, episode-level scores reveal precisely how you compare to your competitors at each stage of the customer journey. See where you're strong, where you lag, and what customers say about your network, plans, pricing, devices, service, rewards programs, and more.
The result: You'll target your investments to the customer experience enhancements that will have the biggest impact on your bottom line, confident that your decisions are informed by a robust data set that extends back 22 quarters and is continually updated.
"With Bain Telecom NPS Navigator I ended up saving millions from rationalizing other spend…while also getting more actionable insights."
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.