DBM-logo

Dhruba Gupta, Founder and Managing Director of DBM presented the landmark findings alongside his colleagues at the annual Research Society (Virtual) Conference.

Leading researchers at DBM, Dr Russell Blamey (Head of Insight Analytics), Scott Manderson (Chief Statistician), and Dhruba Gupta (Founder and Managing Director) are very pleased to have completed their landmark research on the ability of Net Promoter Score (NPS) to predict future business success. It draws on the results of a longitudinal study that followed over 47,000 customers of Australian banks to determine the relationship between their advocacy today and their behaviour in several months’ time. 

The research tests a number of hypotheses around the nature and statistical significance of the relationship and compares results with other metrics such as Satisfaction.  It also explores how simple additions to the advocacy measure today can significantly improve our ability to predict how these management initiatives will result in customers either rewarding or penalising the brand in the future.

Encouragingly for businesses intending to, or already investing in advocacy management, the monetary value of making improvements is quantified to support resourcing decisions that will deliver a good return on investment. 

To receive a free findings presentation on how an effective advocacy management program can deliver customer and business benefits contact us.

April 21, 2022
SMEs and emissions reductions

A recent study of DBM Connect panelists reveals SME attitudes towards emissions, how their business is responding to the emissions challenge, and their expectations of suppliers and business partners.

Read More
March 7, 2022
International Women’s Day: Q&A with Kerry Sproston

We caught up with Head of DBM Social Research Kerry […]

Read More
February 4, 2022
Q&A: Celebrating 30 years of DBM Consultants

This year marks 30 years of DBM Consultants.

Read More
December 3, 2021
Financial uncertainty amid the pandemic fuels a rise in Buy Now, Pay Later services in Australia

By Tony Williams, Executive Director, DBM Consultants & Lucas Carreras, […]

Read More
November 17, 2021
DBM Star Profile: Logan Walsh

Media Products Manager Logan Walsh

Read More
September 30, 2021
STEPtember: 5 mins with Fiona Bridger

This STEPtember, we took five minutes to chat with one of our research assistants, Fiona Bridger who lives with cerebral palsy.

Read More
July 16, 2021
How to boost marketing ROI for financial services - FAST

DBM Managing Director Dhruba Gupta shares 2 fundamental things financial services marketers should know to boost marketing ROI.

Read More
May 17, 2021
Switching providers or sticking it out? Consumer trends since COVID19

With more people working from home since lockdown, expectations and attitudes relating to bill increases in utilities, telco and insurance have changed.

Read More
March 7, 2021
5 ways DBM is leading the charge for workplace gender equality

DBM Connect 2021 IWD Poll February-March 2021, sample size 1046.

Read More
January 27, 2021
5 minutes with Chris Riquier

Chris Riquier, CEO International of Illuminera, the parent company of […]

Read More
August 18, 2020
DBM researchers reveal links between advocacy and the predictability of future customer behaviour

Dhruba Gupta, Founder and Managing Director of DBM presented the […]

Read More
June 24, 2020
Signs of Opportunism Amongst First Home Buyers

The latest DBM Atlas data has revealed that renters are […]

Read More

Find Out More

Chat To Our Team
DBM logo_white
menu