Link between NPS and business indicators ”or“ Link NPS to business KPIs

Scientific project

The research programme aims to:

• Analyse and demonstrate the links between the recommendation scores of customers of BNP Personal Finance’s subsidiary Findomestic and their behaviour and actions with the company.

The objective of this study is to answer the question “what is the current and future business value of a detractor (score of 0 to 6) vs. a promoter (score of 9 or 10)? To do this, an in-depth analysis of the link between NPS and business indicators will be carried out using a step-by-step approach taking into account biases, statistical correlations, temporal correlations and a recommendation for action. This study can be replicated in other countries.