Case studies

Driving Customer Loyalty Through Net Promoter Score (NPS) Analysis

For a US-based leading travel website, the drivers of NPS were identified using text mining. The influence of NPS drivers on customer loyalty was quantified using a regression approach. The company’s implementation of strategies based on NPS drivers analysis resulted in a 15% increase in repeat transactions from existing customers.

The Problem
Given the high customer acquisition cost in the highly competitive online travel industry, establishing & nurturing customer loyalty can lead to higher profits.

The Before State
Insights into extent of customer loyalty in the OTA space was limited and the levers available to move customer loyalty were not known.

LatentView Solution
Identified the drivers of NPS by performing text mining on post purchase surveys and quantified the influence of NPS drivers on customer loyalty using regression approach.

The After State
Based on NPS drivers analysis, company revised hotel ratings, sorted and re-focused marketing promotions, which resulted in 15% increase in repeat transactions from existing customers.

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