The Key Driver analysis provides visibility into the factors influencing your organization's NPS both positively and negatively. The Key Drivers graph correlates satisfaction rating and NPS for each driver asked in the Key Drivers question.
In this graph, satisfaction score is along the X axis, with correlation to NPS on the Y axis.
The higher a driver is on the chart, the stronger the correlation with driving your NPS. Improving satisfaction in areas in the top of the chart should have the biggest impact on improving overall customer satisfaction.
The farther to the right a driver is, the higher its average satisfaction ratings (ratings are collected on a 5-point scale). Items on the left are relative weaknesses, and items on the right are relative strengths.
The Key Drivers graph is divided into 4 quadrants:
Key Strengths: higher satisfaction and correlation with NPS relative to other Drivers. These are areas your customers are most satisfied that are having the most positive impact on overall customer satisfaction. Capitalize on these strength
Key Weaknesses: lower customer satisfaction relative to other drivers, but still highly correlated with NPS. These are areas your customers are less satisfied that may be dragging down overall satisfaction.
Mixed Strengths: higher satisfaction but lower (or negative) correlation with NPS.
Mixed Weaknesses: lower satisfaction but lower (or negative) correlation with NPS.
In the graph above, we see that Quality of the Product has a satisfaction rating of 3.55, and his most correlated with influencing the NPS score.
Email Customer Support has the lowest satisfaction rating at 3.25 but is highly correlated with NPS. This may be the first driver that we want to take action on to improve our NPS over time.
Help Center Content has a relatively weak satisfaction rating of 3.73, but is not correlated with overall NPS score. Because the correlation is weaker, this may not be an aspect to focus on when increasing our NPS score.