01 · Dynamic RFM
Behaviour intelligence
What is the customer doing?
Recency, frequency and monetary behaviour.
NPS · CUSTOMER VOICE · ROOT CAUSE · ROI
From customer voice to economic action.
Measure recommendation, diagnose the causes behind dissatisfaction, release avoidable inbound capacity and convert that time into efficiency or outbound commercial value.
DOC ROI educational simulation. Customer details remain only in this browser session. Economic outputs depend on editable classroom assumptions and are not audited forecasts.
01 · Learn
NPS is the sensor. Root cause and ROI turn it into a decision system.
The score classifies the relationship. DOC ROI then asks two management questions: what is causing the friction? and what economic capacity can we recover if we remove it?
NPS = % Promoters − % Detractors
02 · NPS
Relationship intelligence
How does the relationship feel?
Recommendation, friction, movement and activation context.
03 · ABCD
Product intelligence
What is the economic / strategic relevance of the product?
Product value and portfolio intelligence.
04 · Loyalty Strategy Planner
SPO Builder
Combines the intelligence layers. This NPS pill does not calculate the final SPO.
Cross-pill rule: the same stable
customer_key must exist in Dynamic RFM, NPS and ABCD. NPS exports relationship intelligence only; the Loyalty Strategy Planner remains free to modify or replace the helper priority weight.0–6
Detractor
Diagnose & recover.
- Root-cause family.
- Factor and subfactor.
- Desired state.
- Recovery action.
7–8
Passive
Understand & activate value.
- Find the missing value.
- Map the answer to a marketing lever.
- Build a clearer proposition.
- Prepare re-engagement.
9–10
Promoter
Recognise & amplify.
- Thank the customer.
- Offer membership.
- Prepare referral / advocacy.
- Avoid survey friction.
Customer language outside; decision taxonomy inside. The customer never has to know our academic categories. Natural-language answers are translated into structured root causes and value gaps for analysis.
Layer 2 · Recovery Fishbone
The detractor branch converts the qualitative answer into a cause family, subfactor and desired state. Aggregated responses form the Ishikawa-style map that shows where dissatisfaction is concentrated.
Layer 3 · Put the cause into money
Root-cause shares can be applied to an operational contact volume. With AHT, labour cost, expected reduction and remediation investment, we estimate recoverable hours and their potential economic use.
DOC ROI management chain
Customer voice→Root cause→Contacts→Hours→Money→ROI
Efficiency route
Released hours create value only when the cost is actually avoided, rationalised or prevented.
Saving = Released hours × Cost / hourGrowth route · Inbound → Outbound
Keep the capacity and redirect it to commercial activity. Value is the incremental contribution margin, not the labour cost.
Margin = Released hours × Sales / hour × Avg. sale × Margin %No double counting: efficiency saving and growth margin are alternative uses of the same released capacity. Do not add both for the same hour.
02 · Experience
Experience the survey before analysing the data
Don Espadín is the classroom case. Vote as a customer: 0–6 opens root-cause diagnosis, 7–8 reveals the value gap and 9–10 moves directly to appreciation and membership.
Don Espadín · Listening moment
Your experience matters.
One recommendation question. A different route for Detractors, Passives and Promoters.
How likely are you to recommend Don Espadín to a friend or colleague?
Not at all likelyExtremely likely
What most prevented your experience from being a 9 or 10?
Which statement is closest to what happened?
What would have improved the experience most?
What would make Don Espadín more recommendable for you?
Tell us what is missing.
Thank you · Promoter experience
You made our day.
We would love to invite you to discover the Don Espadín member community, with selected experiences, early access and future referral opportunities.
One final step
Please leave these details so the simulation can show how a follow-up workflow would be prepared.
Simulated privacy notice · training use only.
This page does not send data to a server. Any information entered is kept only in browser memory until the page is refreshed. In a real deployment, the organisation would need to validate the controller identity, purpose, lawful basis, retention period, recipients/processors, international transfers where relevant, data-subject rights, security measures and the appropriate wording of any marketing consent before collecting real customer data.
This page does not send data to a server. Any information entered is kept only in browser memory until the page is refreshed. In a real deployment, the organisation would need to validate the controller identity, purpose, lawful basis, retention period, recipients/processors, international transfers where relevant, data-subject rights, security measures and the appropriate wording of any marketing consent before collecting real customer data.
Please complete postal code, country, a valid email and the simulation consent.
✓
Thank you for helping us listen better.
Your response has been added to the classroom simulation.
03 · Analyse
Load the customer voice and find the pattern
Start with the 266-customer Don Espadín example or upload your own survey history. The analytical layer can preserve multiple responses per customer; the integration layer then collapses that history into exactly one current relationship-intelligence row per stable customer key.
INTEGRATION KEY SETUP
Map a stable customer identifier before processing real data
Select the source field that will become customer_key, then map the survey date and NPS score. The original identifier is also preserved as source_customer_id. Never generate the integration key from row numbers.
No dataset loaded
Must be the same stable identifier later used by RFM and ABCD.
ISO dates are required for survey records that contain an NPS score.
0–6 Detractor · 7–8 Passive · 9–10 Promoter. Blank is preserved as missing NPS.
The Don Espadín demo uses
customer_key = source_customer_id = DE-0001…DE-0266.Source survey records0
Unique customers0
SPO-ready export rows0
Customers with multiple surveys0
Detractor diagnosis · Ishikawa logic
Recovery Fishbone · from cause frequency to economic impact
Each bone represents one cognitive root-cause family. Switch the lens from survey frequency to hours, money or ROI. Tap a branch to inspect its subcauses and operating impact.
Kaoru Ishikawa · cause-and-effect / fishbone diagram · adapted to customer voice + economic impact · ASQ reference
Cause shares come from the visible detractor sample. Economic views apply the editable assumptions in 04 · Monetise.Load data to calculate frequencies.
Load data and tap a fishbone branch to inspect the cause.
Detractor root causes
Frequency among visible detractors
Passive value gaps
Frequency among visible passives
NPS segment mix
Visible dataset distribution
Promoter membership activation
Offer and simulated membership response
SOURCE HISTORY
Survey records remain available for analysis
Multiple survey responses for the same customer are intentionally preserved here. The SPO-ready integration file below is different: it contains one current state per customer_key.
0 visible records
| Customer key | Source ID | Date | Score | Segment | Cognitive category | Factor | Subfactor | Desired change | Membership |
|---|
STANDARDISED CUSTOMER-LEVEL OUTPUT
NPS Relationship Intelligence · SPO-ready schema
The export collapses survey history into the latest and previous valid NPS state for each customer. It does not create SPO segments.
ONE ROW / CUSTOMER_KEY
Helper only:
nps_priority_factor exports Promoter = 3, Passive = 2, Detractor = 1 and missing NPS = null. This is not the final SPO; the Loyalty Strategy Planner may modify or replace the weight.DOWNLOAD SPO-READY NPS DATA
“This file contains one current relationship-intelligence row per customer and is ready to merge with DOC ROI Dynamic RFM and ABCD Product Intelligence inside the Loyalty Strategy Planner.”
04 · Monetise
Turn avoidable inbound work into economic capacity
The root-cause sample becomes a business case. Apply the observed cause mix to an operational contact volume, estimate the hours consumed, define the preventable share and compare two alternative uses of the released capacity.
Classroom model: all operational and financial figures below are editable assumptions. The root-cause percentages come from the visible detractor dataset; the economic scenario is illustrative, not a forecast.
GLOBAL ASSUMPTIONS
Contact-centre operating model
SELECTED SCENARIO
Growth · Inbound → Outbound
Rule: use one value route per released hour. Growth margin and labour saving are shown side by side for decision-making, not added together.
ROOT-CAUSE INVESTMENT MODEL
Define how much each cause can be reduced — and what fixing it costs
Reduction % and remediation investment are editable per cause. Hours and value update immediately.
| Cause | Observed share | Modeled contacts | Hours consumed | Expected reduction | Fix investment | Recoverable hours | Growth margin | ROI |
|---|
CONTACTS BY CAUSE
Operational contacts × Root-cause shareHOURS CONSUMED
Cause contacts × AHT ÷ 60RELEASED HOURS
Hours consumed × Expected reduction %ROI
(Selected economic value − Fix investment) ÷ Fix investment05 · Activate
Turn the score into an operating response
NPS creates value when a response changes what the organisation does next. Each score range opens a different route, carries different data and prepares a different automation payload.
Recovery route
Do not sell first. Diagnose the friction, capture the root cause and prepare a recovery action that can later protect retention and commercial value.
1DiagnoseFactor → subfactor → desired state.
2PrioritiseUse cause frequency, hours and economic impact.
3ActivateCreate a service-recovery task; only then consider cross-sell, upsell or downsell when appropriate.
Re-engagement route
A Passive is not a failure; it is an unresolved value gap. Identify what is missing and create a new reason to choose, trust, access or value the proposition.
1Identify the gapProduct fit, value proposition, access, communication or price/value.
2Design valueChoose the content, proof, offer or experience that addresses that gap.
3Re-engageLaunch a nurture or personalised proposition and measure the next response.
Advocacy route
Reduce survey friction. A Promoter has already signalled advocacy potential, so the next step is recognition and an invitation to create relationship value.
1RecogniseThank the customer and preserve the positive moment.
2InviteMembership, community or exclusive experience.
3AmplifyReferral, review and selected cross-sell opportunities without unnecessary interrogation.
Operating data chain
The automation should preserve the evidence behind the decision, not just the final action.
Score
Segment
Category
Factor
Subfactor
Desired state
Action
DOWNLOADABLE STARTER · n8n
Take the NPS logic into a real workflow
This importable starter receives an NPS response through a webhook, classifies it as Detractor, Passive or Promoter, preserves the survey context and creates the correct activation payload. Credentials are deliberately excluded: connect each output to your CRM, Google Sheets, email, WhatsApp or service desk inside your own n8n instance.
Webhook
→
Classify NPS
→
Recovery
Re-engage
Advocacy
06 · Evidence
Management-ready learning evidence
The evidence block updates from the current filters. Print / Save PDF creates a clean management summary; Download visible CSV exports the survey-history rows behind the analysis. The standardised one-row-per-customer integration file is generated in 03 · Analyse.
NPS Customer Health Report
Don Espadín · Customer Voice, Root Cause & ROI
Load the example dataset to generate the management summary.
The printed evidence contains the management summary only — not the full teaching page.