Peter has been working in research and finance roles for 15 years and is known by clients as having the rare trait of possessing a strong understanding of business issues coupled with outstanding conceptual and technical analytic skills. A natural problem solver, he has a unique ability to create clarity out of complexity.
He has had exposure to business, marketing and communications matters across most industries, in particular finance, telecommunications, FMCG, public transport, insurance and energy.
Prior to Nature, Peter headed up the Customer Analytics department at Roy Morgan Research, before which he was an Actuary for Mercer in Superannuation.
A graduate of Melbourne University with Honours in Commerce specialising in Actuarial Studies and Finance, Peter is a regular speaker at AMSRS Professional Development Programs, and regularly publishes articles for research and marketing publications.
Peter is on the editorial committee for the Research News monthly magazine, is a member of the AMSRS, and qualified as an Associate of the Institute of Actuaries of Australia.
To mitigate the extraordinary volatility in NPS, it is essential to control for the effect of ‘category non-recommenders’, particularly when NPS is used as a business KPI.
If not accounted for, this group of customers can drive false results (either positive or negative); a significant problem when perceptions of business performance are tied to underlying movements in the score.
This article reveals the underlying problem systemic to NPS measurement, and provides a fix to remove the volatility in the metric in ongoing tracking programs.