Life Cycle Report

1. Life Cycle Report • A Guide for Client OPS • NéstorTejeroOrfila15 April 2013 *Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

2. Life Cycle - basics • Life Cycle has three main sections: • Value and loyalty: promoters and detractors. • Value and loyalty 6 box: promoters, passives and detractors. • Climbers / Fallers: score growing or decreasing. • From all of them a list of users can be shown and therefore extracted. • Then, each customer has an specific page with his/her purchases, comments and scores.

3. Life Cycle - basics • Information is based on rand_value field, stored in tables cgnpsdata_awaiting & cgnpsdata_completed. • It is converted to euros and stored in rand_value_converted. This conversion is based on currency field, which refers to the indexes in cglookup_currency. • In case there is no rand_value defined (it's 0 for all purchases), it can be set to 10. This way Life Cycle calculations can be done even though we do not have this value.

4. Life Cycle - basics • Data is calculated every night automatically and summaries are saved in the database. • This way information can be accessed at high speed throughout several filters: • years • quarter • countries, • percentages. • Every night, current quarter data is calculated. • Once a month all data is re-calculated. • Last calculation can be checked in the header:

5. Life Cycle has three main sections: • Value and loyalty Life Cycle – Value and Loyalty • Show users as promoters (score 0 up to X) or detractors (score X+1 up to 10). Select limit (X). Default setting: 0-8 | 9-10 • Slide to select the percentage to split between top and bottom. • Summary tables at the bottom. Default setting: 8%

6. Life Cycle – Value and Loyalty Slider to change limit promoter / detractor Customers withno scoring Slider to change percentage Total values

7. Life Cycle – Value and Loyalty (6 box) • Similar to Value and Loyalty, but using the CLASSIC NPS approach, here having “passives”.

8. Life Cycle – Climbers and fallers • Distinguish how many users improve/maintain/decrease their score.

9. Life Cycle – Summary tables • Customer number • Show NPS and response rate. • Response rate = (responses / total customers). • Summarize number of users on each block. • Data updated while moving sliders.

10. Life Cycle – List of users • List of users belonging to specific block.

11. Life Cycle – List of users Last score Link to Customer Page Revenue on filtered period Total revenue First and last lifetime order of this customer

12. Life Cycle - Customer Page

13. Life Cycle - Customer Page

14. Flow of Drill Down Show details for transaction and NPS survey (L1/L2) See customers by segment List customers in that segment Drill down to customer, show transaction history and NPS score

15. Life Cycle - Customer Page • Summary of purchases: lifetime and last 12 months. • Two charts: • Score of surveys completed. • Value of purchases. • Lists all purchases with comments if given, ordered by date of order. • The NPS chart shows score in grey. From that score up to 10 in red. • If no NPS, there is no column. • Hence, • 10 –> grey column • 0 –> red column • empty space –> no score

16. Life Cycle - Summary • Data updated every night. • Value converted to euros automatically • We use historic currency table (values for each month). • Filters. • Sliders to change values. • Focus on “top”: detractors, promoters, unknown. • Magic Pareto: 8% of customers → 40% revenue.

17. Life Cycle - Limitations ! • NOTE! • As at 15 April release, only one common currency is possible: EURO • All values are converted to EUR • We plan a release in MAY 2013 enabling other currencies

18. Life Cycle – Calculation • Compare last and previous NPS (truth table). • This table shows how we mark the position in the 6 box table, and in the climber/faller table • It is based on looking at transaction history – we show the 1st to 5th transactions here as examples, (5th is the most recent)