• UAI News

  NPS Prediction and Segmentation

  Posted by Sandi Joralemon (Adm) on July 24, 2023 at 11:10 am

  Is your utility looking to improve customer satisfaction?  Members of Utility Analytics Institute (UAI), a utility-led membership organization supporting utility analytics professionals and utilizes of all shapes and sizes, are sharing their experiences and lessons learned with each other through community conversations and presentations.

  The UAI Customer Analytics Community had the opportunity to learn from Entergy’s recent research on how to improve customer journeys by analyzing and predicting net promoter scores (NPS) using customer segmentation. 

  Andre Adenossi, Business Analytics Manager at Entergy and a team consisting of an analytics manager, architect, business analyst, business experts, business sponsor, data engineer, data scientist, and product manager undertook this project using various data sources including but not limited to NPS surveys, customer data, billing information, third-party demographics, and weather.  Andre presented this use case, “NPS Prediction and Segmentation”, during the UAI Customer Analytics Community Conversation on June 13, 2023.

  This project provides yet another example of how UAI member utilities work together to solve problems and identify opportunities to serve their communities better.

  “I would like to say thank you to DTE and ConEd.  They helped us with this work. They are a lot further along and were able to share some ideas and we’re able to use some of their experience to build our product.” – Andre Adenossi, Business Analytics Manager at Entergy.

  Entergy’s research focuses on what they can do to give their customers a better overall experience by focusing on three specific customer journeys: billing, outage, and technical services.  They demonstrated how digging into the details of customer segments can identify specific activity by the utility using programs and services already in place to reach out and improve communication with their customers and thus strengthen their relationship with consumers.  See an outline of the discussion below.

  Problem

  Inability to understand the reasons why NPS scores were falling.

  Process

  Followed an analytic development methodology, leveraging data to identify the characteristics of promoter, passive, and detractor residential customers around the three (3) identified journeys.

  Solution

  Built a diagnostic and predictive analysis to identify NPS positive and negative impact drivers experienced by their customers.

  Product Roadmap

  ·       Descriptive analysis using customer segmentation on a variety of characteristics but settling on those characteristics that provided actionable insights.

  ·       Predictive analysis looking one month forward.

  ·       Sensitivity model used for ‘what if’ scenarios.

  ·       Actions implementation tracked and measured to determine effectiveness of actions taken.

  Product Approach

  ·       Compared survey population to customer base to ensure survey population was a good representation of all their customers.

  ·       Identified customer segments with lower scores and tried to determine why they received lower scores from this group.

  ·       Used survey results to apply trends across the entire population to identify which customer journeys to target for proactive action.

  ·       Used text analytics on survey to highlight customer verbatims with the ability to drill down to the account level.

  ·       Provided short-term and long-term recommendations with potential impact to NPS for proactive action reaching out to customers with various existing account options and programs.

  Community Discussion Points

  ·       Survey tool used.

  ·       Addressing data quality challenges.

  ·       Acknowledging survey bias.

  ·       Base variables used for customer segmentation.

  ·       Data sources and analytics data flow.

  ·       Type of data obtained from call center.

  UAI offers exclusive monthly Community Conversations, providing members with 96 engaging sessions per year. Led by utility analytics professionals, these conversations focus on topics important to UAI members, advancing critical utility business processes and elevating members’ analytics capabilities.

  UAI Customer Analytics Community members can access the “NPS Prediction and Segmentation” presentation video directly by clicking on the link and scrolling down or through the UAI Customer Analytics Community Library where a downloadable version of the presentation is also available.  UAI members who are not currently members of the Asset Health Community can easily request to join.  

  Meet our presenter:

  

   

  Andre Adehossi has over 19 years of experience in the utility industry from a wide array of roles such as business analyst, solution architect and supervisor of cloud technology. Andre holds a bachelor in computer information system and Master of Business Administration from the University of Central Arkansas.

  ——————————
  Sincerely,

  Sandi Joralemon
  Sr. Research Analyst
  Utility Analytics Institute
  sjoralemon@utilityanalytics.com
  830.832.5042
  ——————————

  Sandi Joralemon (Adm) replied 1 year, 4 months ago 1 Member · 0 Replies
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