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This is success-limiting because NetPromoterScore® implies (probably inaccurately) that customers who are inclined to say good things about your company will offset customers who are inclined to complain about your company. But the nature of customer experience is long-horizon, not instantaneous.
Customer Acquisition Costs (CAC) are influenced by NetPromoterScore (NPS), Health Score, and Satisfaction ratings. Churn Rate is affected by First Contact Resolution (FCR), Effort Score, and Satisfaction. Experience Management metrics revolve around the unfortunate aspects of Cost to Serve.
Impact of Customer Perception of Agent Location If the customer believes that the person they are speaking to is in another country, that has a relationship with the NetPromoterScore (NPS). The NPS of respondents who believed they spoke to someone in the U.S. about their issue was +44. the NPS was +20.
Accurate customer loyalty correlation analysis (aka keydriveranalysis), Pareto analysis of related customer comments, and root cause analysis (aka 5 why’s) will zero-in where teams should focus. This goes beyond a NetPromoterScore® score.
then your customer feedback program ought to go well beyond just measuring NetPromoterScore (NPS) / customer sentiment and instead be oriented to capture the voice-of-customer. Just because something scores low doesn’t mean that an improvement there will drive the biggest bang-for-the-buck. R eveal the results.
Are they speaking about tactics like bounce or abandon rate, number of responses, or acquiring NetPromoterScore? How will you know if the NetPromoterScore is “statistically significant” (your leadership will ask!) ?
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