Post-purchase marketing analysis plays a crucial role in understanding customer behavior and enhancing customer retention strategies. In this article, we will explore the recent enhancements made to the post-purchase marketing analysis report, focusing on its structure, visualizations, and metrics. The report aims to provide valuable insights into customer likelihood of continuing purchases and overall satisfaction. 

The recent enhancements to the report focused on rearranging visuals to aid in report clarity and the addition of the Net Promoter Score (NPS) metrics which shed light on customer satisfaction and loyalty. The report now includes distinct sections for different purposes, namely, New Business metrics, New Business & Renewal metrics, and Named Insured metrics. Most enhancements to this report were completed in the Named Insured metrics section. This categorization allows users to better understand and leverage the insights provided by each section. 

Understanding Net Promoter Score Metrics: Within the Net Promoter Score metrics section, users can explore the Named Insured proportion based on their Net Promoter scores. The scores are categorized into three groups: promoters, passives, and detractors. 

• Promoters: Promoters are customers who have assigned scores of either 9 or 10, indicating high satisfaction and strong loyalty. 

• Passives: Passives include customers who have given scores of 7 or 8, representing moderate satisfaction levels. 

• Detractors: Detractors encompass customers who have assigned scores of 5 or lower, signifying dissatisfaction or areas requiring improvement. 

• Policy In Force (PIF) Count: The report starts with an overview of the number of policies in force as of the current date. This metric helps gauge the overall size and scale of the policy portfolio. The Transaction Date slicer does not interact with the PIF Count visual. 

• New Business Metrics: This section provides key metrics related to new business policies, such as policy count, written premium, and brokerage commission. There were no changes made to the pre-existing visuals (only rearrangement of visuals). 

• New Business and Renewal Metrics: this section presents metrics that capture both new business and renewal policies. It allows users to compare and analyze the performance of these two categories. There were no changes made to the pre-existing visuals (only rearrangement of visuals). 

• Named Insured Metrics: The enhancements to this section include a few visualizations that offer distribution of the NPS scores across various metrics. The visuals in this section help identify trends and patterns in customer satisfaction.  

• Named Insured Proportion by NPS visual. 

• Percentage breakdown of named insured(s) by their NPS score description (Promoters, Passives, Detractors).  

• Named Insured Proportion by Profile Creation Month/Year 

• Percentage breakdown of named insured(s) by the year in which the named insured created their profile in the Pocket module. 

• Active Primary Named Insured Count by NPS  

• Count of active primary named insured(s), meaning there is at least one active policy in their name (y-axis). Visual legend is NPS score description (Promoters, Passives, Detractors). Count is at the granularity of (x-axis) the year in which the named insured created their profile in the Pocket module. 

The enhanced post-purchase marketing analysis report empowers businesses to gain valuable insights into their customer base. By examining the proportion of named insureds based on their NPS scores, organizations can identify satisfied customers, gauge overall satisfaction levels, and pinpoint areas that require improvement. 

Additionally, the report's focus on new business and renewal metrics allows businesses to understand the balance between acquiring new customers and retaining existing ones. The ability to compare and analyze these two categories helps in formulating effective customer retention strategies. 

The recent enhancements to the post-purchase marketing analysis report have significantly improved its usability and the insights it provides. By offering a clear structure, comprehensive metrics, and enhanced visualizations, the report enables businesses to gain a deeper understanding of customer behavior and make informed decisions to drive customer retention and satisfaction. Leveraging these insights will contribute to long-term success and growth in a competitive market.