Longest Lever
Move the CX budget onto the lever that really moves NPS, then prove it.
The job
Shows which themes move NPS or CSAT, with sample sizes and ranges, not mention counts, and how the budget is spread across them. Moves money onto the biggest lever with a dollar-priced gain predicted in advance, then checks whether the score moved that much.
The moment
The customer experience budget is shown as money stacked on levers, one per complaint theme. Each lever's length shows how much fixing that theme really moves NPS.
The fattest lever, waiting time, is 31% of comments and carries $6 million of budget, but is worth only 0.6 NPS points.
A thin lever, promised callbacks that never came, is 6% of comments and carries $400,000, but is worth 7.4 points.
The COO moves $2 million from waiting time onto callbacks, and the gauge predicts 5.1 more NPS points and $11 million retained.
Ten weeks later, overall NPS is up 6.3, inside the predicted range. The line people repeat: "We were funding the loudest complaint, not the costliest one."
What it does
- Move budget between levers and commit a fix
- Open the fix ticket and send the evidence pack
- Stamp a verdict at the review date
- Drill any lever to verbatims
What you see
A lever rig above a score gauge with budget stacked on each lever; drag money between levers and the gauge ghosts predicted NPS and revenue; a guess-first view lets the team call the longest lever before the reveal; a forecast record on the front panel
What it moves
NPS points delivered by each fix compared with the predicted range, how often the forecasts are right, and dollars of budget moved onto proven levers.
Built for
- Analysts & data
- CX leaders & VoC
- Finance
