Recently, we performed some Net Promoter Score comment coding work for a successful Australian health fund called nib health insurance. Nib has recently de-mutualised and as a result, has been very focused on providing its customers with the best levels of service possible.
Towards the end of 2009, nib investigated the use of NPS®. And in January of 2010, they started to use transactional Net Promoter Score, i.e. they have started to collect NPS scores and comments for a variety of customer touch points.
Since then they have collected a large volume of free format comment data. Our task was to help them identify a set of comment themes for their data and then code the comments by the different themes. To be sure, it was a substantial task.
In the process, though, we uncovered a very interesting insight that they have been kind enough to allow us to share. [Read more…]