Net Promoter Score Data Analysis

Database marketers have used Recency-Frequency-Monetary scoring since direct mail was the cutting edge, and Recency is consistently the best predictor of response. So how does NPS link to RFM? It turns out there's a clear, useful overlap that lets you combine both signals to predict next-best customer behaviour.

American Airlines was getting three times more on-hold Twitter complaints than its nearest competitor, even after adjusting for passenger miles. Could public crowd data predict NPS without running a survey? The numbers say yes, and that has interesting implications for benchmarking, brand monitoring, and how loudly hold times leak into customer loyalty.