NPS Prism® enhances client insights with Tableau, delivering customizable and actionable data visualization
Customizes out-of-the-box solutions for clients
Empowered to iterate offerings swiftly and at scale based on client demand
Delivers dashboards within days instead of months
NPS Prism utilizes Tableau dashboards for tailored data insights
Bain & Company, a global consultancy operating in 40 countries across diverse industries, is renowned for creating the Net Promoter ScoreSM (NPS®). In 2019, Bain unveiled NPS Prism®, a leading CX benchmarking platform enabling Fortune 500 and innovative disruptors to gauge their performance against industry peers based on unbiased customer feedback. Leveraging Tableau's robust capabilities, NPS Prism can now quickly and securely customize each client’s solution to their specific data needs and dashboard viewing preferences. This has enabled rapid deployment at scale and supercharged NPS Prism's client delivery.
Turning data into action
NPS Prism annually surveys millions of customers globally, utilizing Tableau to transform vast datasets into actionable insights for 10+ major industries including financial services, retail, auto, airlines, telco and more. Tailored dashboards, catering to diverse roles from data analysts to executives, are crafted swiftly, helping to facilitate informed decision-making.
“We use Tableau to provide these insights,” said Rahul Sethi, NPS Prism Co-Founder and Executive Vice President, “leveraging its analytical muscle from a business intelligence standpoint. And this allows us to help our clients end the ‘data debates’ and figure out right away what needs to be fixed.”
We use Tableau to provide performance insights to our clients, leveraging its analytical muscle from a business intelligence standpoint. This helps our clients end the ‘data debates’ and figure out right away what needs to be fixed.
Customizing a self-service platform
During the initial stages of NPS Prism, Tableau enabled the company to deliver intuitive dashboards within days, a notable departure from the traditional weeks or months. Tableau also allowed NPS Prism to quickly iterate its offerings as client demand for the service grew and more user feedback was collected.
“Tableau has been instrumental in the growth story we’ve had over the last few years,” said Xavier Argente, Global VP of Product for NPS Prism. “Tableau helped us get going very fast from the beginning of NPS Prism when we did not have the dedicated technical team that we have today. It allowed us to combine our industry expertise with a tool that gave our clients an easy-to-use solution that they could use right away.”
As part of the NPS Prism offering, early customization at scale was key to success. “We now have an enhanced multi-tenant cloud-based platform where each client has their own instance,” continued Argente. “They can use it with different filters and views. And we can add capabilities and integrate tech stack components as needed as we continue to evolve our product.” Rahul Sethi affirms, “When it comes to emerging tech tools like AI, we constantly check ourselves against our roadmap. The key is to make sure we can bring forward –reliably– real use cases at scale to our clients.”
Tableau has been instrumental in the growth story we’ve had over the last few years. Tableau helped us get going very fast from the beginning of NPS Prism when we did not have the dedicated technical team that we have today. It allowed us to combine our industry expertise with a tool that gave our clients an easy-to-use solution that they could use right away.
Partnerships are essential to success
In today’s global marketplace, partnerships are an important part of mutual success. And with more companies relying on data to extract more value from their businesses, it makes good business sense to collaborate with companies who are entrenched in the data analytics space.
Investing in proven, reliable technology is a great way to future proof your organization. Embarking on a path toward creating a Data Culture will help you tackle some key challenges, such as:
- Customer acquisition and retention
- Targeted, effective marketing
- Product innovation and development
- Quality control and assurance
Read more about how Tableau is helping other organizations deliver long-term stability and success.
NPS® and NPS Prism® are registered trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. Net Promoter ScoreSM is a service mark of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.