🎉 We’re excited to share that our NPS score has reached a fantastic 91! 🙌 Thank you to all our amazing customers for your trust and support. We’re committed to delivering even more value and keeping the positive momentum going! 🚀 #CustomerSatisfaction #NPS
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That is outstanding. 👍
Strategic Global Executive, CX Champion, Culture Creator, Mentor, Laughter Enthusiast
What is your favorite NPS response you've ever received? I have two. 1. An 8 with the note "Honestly, everything was perfect but on principle I never give above 8 because we could all do better." 2. A 6 with the note "I think I just need some help." #NPS #clientfeedback #helpme #wecouldalldobetter
Let's unpack NPS! A couple weeks ago we chatted about CSAT scores, what they mean for your buisiness, how they're calculated, industry standards, and more 🤓 This time around we're explaining everything you need to understand NPS scoring 🚀 Have a question about CSAT or NPS? Ask away in the comments👇 #customerserviceinsights #NPS
Norvado identified clarity in the understanding of their customers' needs as a priority. Calix Business Insights Services partnered with Norvado to execute their first Net Promoter ScoreSM (NPS) survey way back in 2022. The results were positive, but also highlighted areas for improvement. Norvado and Calix developed a long-term action plan to improve Norvado’s NPS. In 1H2024, Norvado completed a second NPS survey. The result of all the work, a 206% increase in Norvado’s NPS score. This is an amazing 33-point score increase! Read more about Norvado’s journey: https://lnkd.in/eXYw5ySX
I like the Net Promoter Score (NPS). It's standardized, easy to setup, easy to understand, and popular amongst decision markets. Yet, like any other metric, to use it well one needs to understand it's shortcomings- where and why it fails. Here are some of my thoughts #netpromoterscore #nps
Are you using NPS at your shop? NPS gives you a way to get feedback and make things right with customers out of the public eye 👀 Questions? DM us 📱 #BusinessTextMessaging
Why buy your NPS/CSAT score? Don't be scared of passive and detractors. Solve more by actively listening/reading than by bribing your customers... Sorry, requesting engagement in exchange of free purchases. Still, it didn't come out right... I guess it is what it is. You get the point... Don't buy your scores! Your organization has limits. What goes around comes around. #CustomerExperience #Feedback #ListeningSkills
Struggling to keep your customers happy because of missed first call resolution (FCR) targets? At OP360, we have a better way of transforming customer service—as proven by the work that we've done with a leading meal kit delivery platform, which struggled with FCR in their messaging channels, falling short of their 86% target. Through a data-driven approach, which we combined with focused agent development, we managed to turn their underperforming metrics into wins in just 4 weeks. The results: a 92% resolution rate and thousands of dollars in cost savings. Ready to learn more about our successful partnership? Read on and see how we can do the same for your business: https://lnkd.in/gFgE6rjN #FirstCallResolution #OpenWebMessaging #FoodDelivery #CustomerService #ABetterWay
Every business needs metrics. However many metrics used in business can be fiddled too easily...like this one. The framing of the question is hugely manipulative for starters. I've always liked NPS as a concept, but it's too often cynically deployed by managers in large businesses who are trying to game the system. In my line of work, I've got an informal hierarchy of metrics which I use to calibrate the information presented to me. I'm sorry to say that, in most organisations, NPS is one of those metrics I trust the least. It's far too easy to manipulate. (Side note: when I ran a large call centre business, our Ops Director had the mantra that "good customer service starts with answering the $%&*%£$ phones". That's as true today as it was then - if you can't get that right, everything else pales into insignificance...including cynically manipulated NPS scores.)
NPS nonsense. The person I spoke to was lovely and did her best to help. The process of getting to speak to someone sucked. So how do I answer and what value would that answer have?
Have you ever felt the frustration of sending out a request for feedback, only to receive radio silence? 🔇 It may sound like an alphabet salad, but combining NPS with your QBRs increases your response rates 📈 You then benefit by gaining more valuable insights into how your customers are feeling. Check out this article for eight reasons you should be combining your Net Promoter Score surveys with your Quarterly Business Reviews 👉 https://lnkd.in/e7ka-J65
Director of Customer Experience at Elite Group
2wAmazing results from an amazing team! 📈 ⭐ ⭐ ⭐ ⭐ ⭐