Surveying your clients regularly to measure their sentiment is a crucial step in providing an excellent client experience. Understanding sentiment, whether positive or negative, allows you and your firm to take action, whether it be leveraging sentiment in your marketing efforts, or to prioritize follow-ups to overcome issues and obstacles. Surveys are also reactive. Scores confirm how someone is already feeling, and the firm must react to that.
With Case Status AI-powered Client Intelligence™, you can now get a proactive forecast of your clients' sentiment. Based on how the client is interacting with Case Status, and based on your past interactions across your entire client base, Case Status will share when we believe a client may be at risk of becoming a detractor, or leaving a NPS score of 6 or below. By identifying this cohort of clients, you can get a jumpstart on uncovering issues, concerns, and blockers.
What Data Does Case Status Use for Predictive NPS?
Case Status uses the following information to help predict client sentiment:
Message contents, which include AI-powered measurements of the client's tone, urgency, and message topic.
Recent activity in the Case Status platform, including mobile app logins and usage.
Interaction with appointments, for example confirming appointments or leaving treatment logs
Historical NPS scores