Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It provides insights into how likely customers are to recommend a company’s product or service to others. NPS is often used in contact centers as a way to assess customer satisfaction levels and the overall quality of customer interactions.
In the context of a contact center, NPS is typically measured through customer surveys or feedback collected after an interaction with a contact center agent. Customers are asked to rate their likelihood of recommending the company on a scale from 0 to 10, with 0 being highly unlikely and 10 being highly likely. Based on their response, customers are classified into three categories: promoters (rating 9-10), passives (rating 7-8), and detractors (rating 0-6).
The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are disregarded in the calculation. The resulting NPS score can range from -100 to +100. A positive NPS score indicates that the majority of customers are promoters, while a negative score suggests that there are more detractors.
Contact centers can use NPS to identify areas for improvement, track customer satisfaction trends over time, and benchmark performance against industry standards. By analyzing NPS feedback and focusing on addressing the concerns of detractors, contact centers can enhance customer experiences, increase customer loyalty, and drive business growth.
More Net Promoter Score (NPS) Resources for Call & Contact Centers
LiveVox Surveys
With a special focus on customer satisfaction measurement, the LiveVox Surveys solution provides clients with the necessary tools to design, run and analyze customer surveys. There are three typical deployment scenarios. The classic post-call survey permits customers to opt-in to the survey process before talking with an agent; because the agent is not aware such a survey will occur, the interaction is not artificially skewed. Secondly, outbound surveys can run as a campaign automatically via IVR or SMS. Thirdly, agents can conduct live surveys, using a guided script, with a customer on the phone.
LiveVox surveys are designed with your end goals in mind by our team of experts to help you better understand customer satisfaction. For example, Net Promoter Score (NPS) is acknowledged as a simple yet effective technique to quickly gauge overall satisfaction levels. NPS asks customers to rate how likely they would recommend your services to a friend or family member.
Step out of Your Silo with the LiveVox [U] Series
The NPS Score, or Net Promoter Score, is an index ranging from -100 to 100 that measures the likelihood of a customer to recommend a company or service. Conventional wisdom and practical experience from our own lives shows that loyal, happy customers who are able to resolve issues quickly with minimal hurdles are the ones willing to make recommendations.
So…. Offering your customers a multichannel contact option is one thing, but offering multichannel along with the analytics that foster the continued improvement of products and services is true omnichannel. Stop stitching together support solutions that drive up cost, limit transparency, and expand your channel approach beyond just phone calls. LiveVox joins all of the pieces contact centers need to create a seamless customer service experience. By combining CRM, WFO, and AI-powered service channels into a single pane of glass Livevox makes omnichannel easy. For more on Livevox sign up for our monthly newsletter or schedule a demo today.
Customer Feedback Surveys
Customer feedback surveys are post-interaction questionnaires sent to customers to gain direct feedback on the customer experience and ensure that contact center teams can close the loop.
These tools are also interchangeably used to measure and determine Net Promoter Score (NPS), Voice of the Customer (VOC), and Closed-loop feedback. They can be opted-in to at the start of a call, sent via SMS or email, or conducted via IVR
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