Net Promoter Score (NPS) Tailored Application

The Client sought a scalable and highly customizable solution to generate and analyze Net Promoter Score (NPS) responses, enabling precise measurement of customer satisfaction across various touchpoints. The system needed to accommodate scenario-specific configurations for both sales and post-sales workflows. Furthermore, the client emphasized the importance of maintaining brand consistency in communications and integrating time-sensitive promotions or incentives to drive customer engagement and feedback collection.

• Architect and deploy a dynamic NPS communication framework capable of tailoring messages based on language, geographic location, and sales context. Each communication initiates a feedback journey, fully customized reflect both brand identity and transaction-specific details, where feedback is collected through an intuitive and user-friendly interface.
• Behind the scenes, the solution is powered by a robust architecture leveraging Pentaho ETLs, Microsoft Power BI, and a microservices ecosystem built on Node.js and hosted within Google Cloud Services.
• This infrastructure enables:
• Daily identification of NPS communications per scenario
• Automated dispatch of personalized messages
• Real-time collection of customer reviews
• Intelligent processing and classification of feedback
• Generation of actionable, real-time reports

• The implementation yielded significant operational and strategic benefits:
• Identification of over 90% of bottlenecks and business constraints contributing to customer dissatisfaction
• A 20% increase in sales, driven by actionable insights from customer recommendations
• Full visibility into enterprise-wide NPS performance through real-time dashboards
• Informed decision-making across internal processes, guided by structured customer feedback

• Pentaho: Enterprise-grade platform for data integration, analytics, and governance, enabling real-time insights across hybrid environments.
• Node.js: High-performance JavaScript runtime for building scalable, event-driven server-side applications.
• Datawarehouse: Centralized repository for historical data, supporting advanced analytics and strategic reporting.
• Mailchimp: Marketing automation platform for personalized email campaigns and audience segmentation.
• Trustpilot: Global review platform facilitating transparent customer feedback and reputation management.
• Google Cloud Services: Scalable cloud infrastructure offering advanced analytics, AI capabilities, and secure application hosting.