Monday, February 13, 2012

Net Promoter Score (NPS) drives quality improvements

Telnet is working with some of our key clients to make use of the large number of calls we receive from their customers to assess in real-time the Net Promoter Score (NPS). The NPS is calculated by asking customers “how willing would they be to recommend the client to others?”

This initiative is already seeing encouraging results and I am very excited about the potential to use NPS to enhance the customer experience even where our client is a natural monopoly. The power of NPS can probably be summarised as follows:

1. By substituting a single question for the more usual complex customer satisfaction surveys we can focus our agents on the task of improving the customer experience.
2. NPS gives us an immediate and accurate account of how the customer felt about the just completed interaction.
3. Real-time reporting provides an immediate feedback loop to agents enabling them to understand more about the behaviours that please customers and the behaviours that don’t.
4. NPS is way more cost efficient than any other quality monitoring process that we know of.

John Chetwynd
Managing Director

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