SurveySensum
DECEMBER 22, 2023
During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Unfortunately, this is not an isolated case of NPS gaming. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation.
Customer Service Life
AUGUST 22, 2019
To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center.
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Fonolo
JULY 27, 2021
Net promoter score (NPS). Net promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. How to provide constructive feedback to your agents. When providing constructive feedback to your agent, make sure they know where it’s coming from.
Lumoa
JANUARY 3, 2023
It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. e.g.typical NPS question) . open-ended questions).
Fonolo
SEPTEMBER 21, 2023
Net Promoter Score (NPS ) Net promoter score is an ingenious way of measuring how customers feel. cctr #cx #ces Click To Tweet You can also ask for an NPS rating after a customer interacts with a rep by asking: “ How likely are you to recommend our brand after talking with this agent?”
Lumoa
FEBRUARY 9, 2023
Why is NPS ® going up or down? Customer experience is constructed in direct or indirect interaction with your company but it always involves the subjective response of the customer. This type of survey is a great way to close the loop on customer interaction and make sure that you’ve met their expectations.
Lumoa
JANUARY 24, 2024
CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t). Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Metric-Driven Improvement : Regularly measure and track key metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
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