US PE firm ran NPS study on dairy player, surveying 100+ consumers for investment insights
13 May 2020
1 min read
Understanding customer NPS and drivers, experience / satisfaction level of customers affecting further investment decisions in the business
Context
- Client description: US-based private equity investment firm focusing on venture capital investments
- Opportunity: Consumer NPS study of a subscription-based dairy player. The investor also wanted to understand the overall experience/satisfaction level of the customers w.r.t. the service as well as the product, affecting further investment decisions in the business
Our Approach
- Conducted customer surveys and in-depth interviews to understand the perception and experience of existing as well, erstwhile customers
- Created a dynamic excel model and survey data book to depict the trends in the customer profile, consumer experience & usage, reasons for subscribing to the player’s services, up-selling opportunities, reasons for churn across age profile, location & annual household income