How NPS and Machine Learning help us to continuously improve our products and services.

The NPS (Net Promoter Score) is a metric used to measure the level of customer satisfaction and loyalty with respect to a product or service. It involves asking customers a simple question, such as: How likely are you to recommend our product or service to a friend or colleague? Customers can respond with a score from 0 to 10. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, and the result can vary between -100 and 100. The higher the NPS, the greater the customer satisfaction and loyalty.

At Infocorp, we have incorporated NPS into our platform to learn the opinion of our clients' customers about our product and service. We have designed surveys that are positioned in different places on the platform, to see what user feedback is not only in the general use of the platform, but also in the use of the different modules or services we offer. In addition to the score, we also offer the possibility that they leave us a written comment, explaining the reasons for their score or suggesting improvements. In this way, we can enrich the NPS analysis and better understand what the needs and expectations of users are.

But we're not just left with data collection. We also want to process and analyze them in an intelligent way, in order to extract valuable information to guide us to work on improvements. To this end, we have introduced Machine Learning techniques, specifically natural language processing (NLP), which allow us to analyze comments and categorize them according to the topics or problems that are mentioned. Thus, we can identify the most relevant areas for improvement and redirect the comments to the areas of the bank or Infocorp to be responsible for resolving them.

The use of NPS and Machine Learning allows us to have a critical tool for evaluating the quality of our product and service, as well as for encouraging innovation and creativity. It not only helps us measure customer satisfaction, but also to listen to their voice and meet their demands. In addition, it allows us to have direct and constant feedback that helps us to improve our own product, detecting possible flaws or areas for improvement. In this way, we offer more efficient, faster and more accessible solutions.

At Infocorp, we are committed to excellence and the experience of each user.