EPISODE · Feb 22, 2022 · 13 MIN
NPS – Net Promoter Score – What it is and how to manage it.
from The Reality of Contact Centres · host Jeremy Blake and Bob Morrell
Send us Fan Mail‘9’s and 10’s are what we’re looking for…’ NPS is a measure of service quality which is assessed by customers. The grading is 1 to 10, and 9’s and 10’s is what everyone is chasing. NPS is also a measure that can alter the way we treat our customers, and can be a misleading metric which it is essential we understand. Chasing a high score can hugely change the way you look at your service delivery. This can be both positive and negative. This podcast explains how the whole thing works, To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.
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Send us Fan Mail ‘9’s and 10’s are what we’re looking for…’ NPS is a measure of service quality which is assessed by customers. The grading is 1 to 10, and 9’s and 10’s is what everyone is chasing. NPS is also a measure that can alter the way we treat our customers, and can be a misleading metric which it is essential we understand. Chasing a high score can hugely change the way you look at your service delivery. This can be both positive and negative. This podcast explains how th...
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NPS – Net Promoter Score – What it is and how to manage it.
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