Strengthening Customer Relationships through Data-Driven NPS Analysis

How a Construction Company Transformed Its Customer Experience Strategy

For a growing construction company, maintaining strong client relationships was essential for repeat business and long-term growth. While they were collecting customer feedback, the process was fragmented, and they lacked a clear, actionable view of their Net Promoter Score (NPS). Without the ability to easily identify dissatisfaction drivers or highlight strengths, improvement efforts were scattered and reactive.

The Challenge

The company needed a way to:

• Track satisfaction trends at both the overall and segment level

• Pinpoint root causes of low NPS scores

• Highlight operational strengths for strategic focus

• Identify specific teams or processes requiring improvement

The absence of a consolidated, visual dashboard made it difficult for leadership to act quickly and strategically.

The Solution

Perceptive Analytics designed a customized NPS dashboard tailored to the company’s needs. Key features included:

• Real-time tracking of customer satisfaction levels across multiple segments

• Drill-down views to identify problem areas by team, project, or process

• Analysis of NPS drivers, revealing exactly what was influencing scores

• Highlighting of positive trends to reinforce best practices

The dashboard centralized feedback data, making it both accessible and actionable.

The Results

With this solution, the company could:

• Proactively address critical pain points before they escalated

• Improve customer retention by focusing on service quality

• Strengthen team accountability through transparent performance tracking

• Strategically leverage strengths to win more business

The data-driven approach not only improved customer satisfaction scores but also fostered a culture of continuous improvement across the organization.

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Net Promoter Score Analysis Dashboard – PDF

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Net Promoter Score Analysis