Mattersight Announces Release of Predictive Net Promoter Score Analytics


CHICAGO, IL--(Marketwire -09/04/12)- Mattersight Corporation (MATR) today announced the signing of a new customer for its Predictive Net Promoter Score® (or NPS®) Analytics. The customer is one of the top five Property & Casualty Insurance Companies in the United States. As part of the contract, Mattersight will build a predictive model that can assign every analyzed interaction between the company and its customers a Net Promoter Score, without needing the company's customer to complete a survey.

Armed with this data, the company will have the opportunity to significantly increase its NPS by:

  • Linking agent performance and measurement to Mattersight's predictive NPS analytic results
  • Coaching agents on metrics with the largest impact on NPS
  • Identifying organizational drivers of NPS

"Net Promoter Score is becoming the most recognized and utilized metric for measuring customer satisfaction and loyalty," said Kelly Conway, Mattersight's President and CEO. "We are excited by the opportunity this solution provides our customers to drive significant improvement in their Net Promoter Scores."

Predictive Net Promoter Score Analytics
Predictive Net Promoter Score Analytics automatically predicts the NPS a customer will give following an interaction. Using Mattersight's Predictive NPS Analytics, every captured customer interaction is given a NPS, without needing the customer to complete a survey.

Prior to Mattersight's Predictive NPS Analytics, companies had to rely on surveys to measure NPS. This approach requires the customer to opt-in to a survey, resulting in several issues and challenges:

  • Results that are not actionable, especially at the employee level
  • Small sample sizes that are not statistically valid
  • A survey respondent population that often doesn't match the typical customer population
  • Decreasing survey response rates due to over-surveying and customer survey fatigue
  • The high cost of implementing surveying tools

While companies increasingly understand the connection between NPS, customer acquisition, loyalty, and repurchase rates, until now they have found that NPS surveys lack actionable information to measurably improve NPS.

Mattersight's Behavioral Analytics Service solves this problem by automatically analyzing every second of every captured interaction, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of contextually accurate data attributes. Using advanced predictive modeling techniques, these data attributes are correlated to customer satisfaction and the resulting models assign a NPS to every captured interaction. Mattersight deploys these advanced predictive analytics using its SaaS+ delivery model, combining analytics in the cloud with deep customer partnerships to drive significant business value.

Mattersight's Predictive NPS Analytics solution leverages its strong competencies and expertise managing big data. Every day, Mattersight captures over 70 trillion data attributes, applies over 2 million algorithms, executes over 250 billion computations, and processes over 350 TB of data in order to provide its customers with new and contextually accurate information to understand their customers and improve their operations.

To learn more about Mattersight and the Behavioral Analytics Service, visit

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld, used under license.

About Mattersight

Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service captures and analyzes customer and employee interactions, employee desktop data and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight's analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities and Government. See What Matters™ by visiting

David Gustafson
Vice President of Marketing & Product Management

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