Customer Id Segment Sales in 2015 ($) 2014 2015

1 1 32000 9 4
2 1 25400 9 9
3 2 39600 5 3
4 2 28800 7 7
5 1 0 3
6 1 32000 7 7
7 1 22600 8 8
8 2 33800 8 7
9 2 28800 7 7
10 2 49600 1 3
11 1 17600 3 3
12 2 38400 10 9
13 1 30400 8 8
14 2 48200 10 10
15 2 28400 9 9
16 1 27800 5 6
17 2 0 3
18 2 45800 10 10
19 2 40800 7 7
20 2 46800 9 9
21 1 19800 8 7
22 2 27000 7 7
23 2 42800 8 8
24 1 26800 9 10
25 2 30000 8 8
26 2 43200 7 7
27 2 46400 9 9
28 1 16800 10 9
29 2 44000 10 10
30 2 41400 9 9
31 1 26200 5 5
32 2 0 1
33 2 0 0
34 2 41000 7 7
35 1 38600 5 1
36 1 22400 9 9
37 2 26200 7 7
38 2 25600 5 6
39 2 39000 2 1
40 2 38800 6 1
41 1 29800 9 9
42 1 29800 7 8
43 2 41800 7 7
44 2 26000 3 3
45 1 23200 1 1
46 1 26200 8 7
47 2 45600 5 4
48 1 26400 9 9
49 1 39200 9 10
50 1 35200 10 10
51 2 27000 9 9
52 1 31200 5 5
53 1 18200 6 4
54 1 33200 8 8
55 1 35200 9 10
56 2 46200 7 7
57 2 43600 9 9
58 2 35600 1 3
59 1 0 0
60 1 18400 7 7
61 2 40800 9 9
62 2 27200 3 3
63 2 27000 9 10
64 1 22600 10 10
65 1 33400 9 9
66 1 32400 5 5
67 2 29200 0 0
68 2 30400 7 7
69 2 50000 7 7
70 2 42000 8 7
71 2 43000 9 10
72 1 33400 8 8
73 1 35400 9 10
74 2 46600 7 7
75 1 26000 2 6
76 2 40400 3 4
77 1 24400 1 5
78 1 22200 2 2
79 2 26400 10 10
80 2 25400 10 9
81 1 32200 7 7
82 2 44000 7 7
83 2 49400 9 9
84 2 35400 10 10
85 1 0 3
86 2 42000 10 10
87 1 32200 10 10
88 1 17200 9 9
89 1 20600 6 3
90 2 0 1
91 2 0 1
92 2 28200 7 8
93 2 0 8
94 2 30400 4 4
95 1 29200 2 2
 96 2 0 8
97 1 20400 1 1
98 2 41400 5 3
99 2 24600 9 10
100 2 28400 9 10
Solution 2014 2015
For all customers 100 90
Promoters 35 34
Detractors 35 28
NPS 0 6.67 OR 6.67%

For those who continue to Shop

Total 90 90
Promoters 35 34
Detractors 27 28
NPS 8.89 6.67 OR 6.67%

Segment wise NPS in 2014 Seg 1 Seg 2

Total 42 58
Promoters 15 20
Detractors 17 18
NPS -4.76 3.45 OR 3.45%

Segment wise NPS in 2015 Seg 1 Seg 2

Total 39 51
Promoters 14 20
Detractors 15 13
NPS -2.56 13.73 OR 13.73%
Average Spending 27333.333 37105.8824
Total Spending 1066000 1892400

Conclusions
1. Looking at 2015 NPS alone, OzAccounts score of 6.67% is not very good. However, it seems to have improved from that
2. However, some customers have left OzAccounts. If we eliminate those customers and calculate NPS only for those who
3. If we calculate segmentwise NPS, we can see that it is more positive for Segment 2 and is negative for segment 1. So on
 have improved from that of 2014 when the NPS was only 0.
e NPS only for those who continue to shop, we can see that NPS has actually decreased from 8.89% to 6.67%. So, satisfaction is actual
ative for segment 1. So one recommendation could be to only focus on small businesses.
%. So, satisfaction is actually decreasing. Gain in NPS in first case is actually due to detractors leaving the company.