As a Growth Lead for a fintech company in India that specializes in personal finance management tools, you've been alerted to a recent decline in the company's NPS.
After an initial analysis, the data reveals a noticeable shift from promoters to detractors, particularly in the urban user segment.
You guide your team to conduct a more detailed Root Cause Analysis to understand and address the underlying issues.
Which of the following areas would you prioritize for a deeper analysis to understand the reasons behind the NPS drop effectively?
- Option A: Analyze specific feedback from detractors, using text analysis to identify common themes or issues mentioned by customers.
- Option B: Overhaul the entire customer service approach without specific insights, assuming it to be the core issue affecting customer satisfaction.
- Option C: Examine the marketing communications for the last quarter to ensure the company's value proposition is clearly articulated and aligns with customer expectations.
- Option D: Conduct a segment-wise analysis of NPS scores, focusing on the urban user segment, and correlate these scores with recent product updates or policy changes.
Choose the analysis area that will most likely yield actionable insights into the NPS drop and help formulate a strategy to improve customer satisfaction.