Maq Software Delivers Business Intelligence Solution Analyzing - Customer Satisfaction Through Powerbi Custom Visuals

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MAQ software with expertise in analyzing segment, personalize, and pattern behaviors and competitive intelligence analytics, was tasked with analyzing the satisfaction level of the customer via post purchase survey. The customer was specifically troubled with the declining NPS and tasked MAQ to provide an analytical solution that could explain the variation and the downward trend. MAQ software team utilizing its expertise in business intelligence and agile delivery analyzed, built and delivered the solution which went live within 30 days that not only explained the variations across various geographical filters but also helped the client understand the trend across period, resulting in taking informed decision improving the overall customer satisfaction.^[b]

Situation

MAQ Software is a digital marketing and technology solutions company, which offers cost effective Digital Marketing and Analytics solutions using cloud and mobile platforms. Solutions use advanced features of web, mobile, and cloud computing on the industry leading platforms.

Founded in 2000, our company employs over 500 people worldwide in three development centers. Headquartered in Redmond, Washington, the company maintains two development centers in India, one in Mumbai, and the other in Hyderabad.

MAQ Software has been closely aligned with Microsoft Corporation for sixteen years as a Microsoft Preferred Supplier. MAQ Software is a Microsoft Partner with Gold competencies in Data Analytics, Data Platform, and Application Development.

NPS or Net promoter score is the actionable metrics for benchmarking and visualizing the post purchase survey responses taking customer responses on a 5-point scale where rating 1-3 are marked as detractor,4 as passive and 5 as promoter. This scale ratings become the reference point in further analyzing the reason of detractors and to make an informed decision in identifying the channels through which they can increase the promoter score and transform passive user to promoter.

Count (Promoter) – Count (Detractor)/Total *100 = NPS^[c]

NPS was calculated through a 24-question post survey questionnaire with non-mandatory fields and the response was recorded on a 5 point Likert scale.

The^[d] problem came up when the customer observed a steady decline in the NPS. A NPS wasn’t significant enough ^[e]to explain the reason for the trend, they required an analytical solution that could help them visualize and perform a root cause analysis.^{[f][g][h][i][j]}

As the post survey responses became mandatory the sample size of opt-out customers increased, making the downward movement with the overall NPS. The goal was a comprehensive

statistical solution that would help in visualize that the effect of increase opt-out customer responses impact on the overall NPS with 95% confidence interval

Another challenge was to analyze the significance of the responses that could better explain the variations. Out of the 24 questions and 160,000 responses it was observed that around 90% of the respondent answered less than 6 questions. in

It was clear the customer wanted the solution on priority and MAQ was up for the task.

Solution 

Our customer a major software giant approached MAQ for a solution with over