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Mattersight Announces Release of Predictive Net Promoter Score Analytics
CHICAGO, IL, Sep 04, 2012 (MARKETWIRE via COMTEX) --
Mattersight Corporation (NASDAQ: MATR) today announced the signing
of a new customer for its Predictive Net Promoter Score(R) (or
NPS(R)) Analytics. The customer is one of the top five Property &
Casualty Insurance Companies in the United States. As part of the
contract, Mattersight will build a predictive model that can assign
every analyzed interaction between the company and its customers a
Net Promoter Score, without needing the company's customer to
complete a survey.
Armed with this data, the company will have the opportunity to
significantly increase its NPS by:
-- Linking agent performance and measurement to Mattersight's predictive
NPS analytic results
-- Coaching agents on metrics with the largest impact on NPS
-- Identifying organizational drivers of NPS
"Net Promoter Score is becoming the most recognized and utilized metric
for measuring customer satisfaction and loyalty," said Kelly Conway,
Mattersight's President and CEO. "We are excited by the opportunity
this solution provides our customers to drive significant improvement
in their Net Promoter Scores."
Predictive Net Promoter Score Analytics
Predictive Net Promoter
Score Analytics automatically predicts the NPS a customer will give
following an interaction. Using Mattersight's Predictive NPS
Analytics, every captured customer interaction is given a NPS,
without needing the customer to complete a survey.
Prior to Mattersight's Predictive NPS Analytics, companies had to
rely on surveys to measure NPS. This approach requires the customer
to opt-in to a survey, resulting in several issues and challenges:
-- Results that are not actionable, especially at the employee level
-- Small sample sizes that are not statistically valid
-- A survey respondent population that often doesn't match the typical
customer population
-- Decreasing survey response rates due to over-surveying and customer
survey fatigue
-- The high cost of implementing surveying tools
While companies increasingly understand the connection between NPS,
customer acquisition, loyalty, and repurchase rates, until now they
have found that NPS surveys lack actionable information to measurably
improve NPS.
Mattersight's Behavioral Analytics Service solves this problem by
automatically analyzing every second of every captured interaction,
using millions of proprietary algorithms and unique behavioral
models. The output of this analysis is hundreds of contextually
accurate data attributes. Using advanced predictive modeling
techniques, these data attributes are correlated to customer
satisfaction and the resulting models assign a NPS to every captured
interaction. Mattersight deploys these advanced predictive analytics
using its SaaS+ delivery model, combining analytics in the cloud with
deep customer partnerships to drive significant business value.
Mattersight's Predictive NPS Analytics solution leverages its strong
competencies and expertise managing big data. Every day, Mattersight
captures over 70 trillion data attributes, applies over 2 million
algorithms, executes over 250 billion computations, and processes
over 350 TB of data in order to provide its customers with new and
contextually accurate information to understand their customers and
improve their operations.
To learn more about Mattersight and the Behavioral Analytics Service,
visit www.Mattersight.com.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix
Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under
license.
About Mattersight
Mattersight is a leader in enterprise analytics focused on customer
and employee interactions and behaviors. Mattersight's Behavioral
Analytics service captures and analyzes customer and employee
interactions, employee desktop data and other contextual information
to improve operational performance and predict future customer and
employee outcomes. Mattersight's analytics are based on millions of
proprietary algorithms and the application of unique behavioral
models. The company's SaaS+ delivery model combines analytics in the
cloud with deep customer partnerships to drive significant business
value. Mattersight's applications are used by leading companies in
Healthcare, Insurance, Financial Services, Telecommunications, Cable,
Utilities and Government. See What Matters(TM) by visiting
www.Mattersight.com.
Contact
David Gustafson
Vice President of Marketing & Product Management
847.582.7016
David.Gustafson@Mattersight.com
SOURCE: Mattersight Corporation
mailto:David.Gustafson@Mattersight.com
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