Relationship NPS (rNPS) to understand brand perception

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General Insurance

Problem Statement

The marketing team at a major insurance brand wanted to understand how cross-journey experiences have an impact on the customer's advocacy and loyalty towards the brand.

How Zykrr delivered impact

  • Introduced the idea of Relationship/Brand NPS and established its importance, especially at the stage the client was in their CX journey with their transactional NPS.
  • Shared step-by-step approach for the program, key differentiators between tNPS & rNPS, and how they supplement each other.
  • Created a framework for departments to actively participate and adopt rNPS

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