Customer satisfaction as measured by Net Promoter Score
There are numerous customer service metrics available that can improve your support quality and overall business bottom line.
A lot.
If you’ve never played the numbers game before, it can be intimidating. Where do you begin?
One metric in particular can give you a clear picture of your customers’ experiences as seen through their eyes and a sense of whether or not things are going in the right direction. It is also straightforward to implement and measure.
This metric is known as net promoter score (more commonly referred to as just NPS).
What Is Net Promoter Score (NPS) and Why Is It Important?
At its core, the Net Promoter Score is a measure of how likely people are to recommend your product or service to others—basically, how satisfied your customers are with your overall business.
Use the Net Promoter Score as a quick indicator of customer satisfaction.
We’re all working hard to improve the customer experience.
However, you won’t get very far unless you have a comprehensive view of the customer journey, backed up by actual metrics.
NPS, whether used alone or in conjunction with other customer support metrics, provides an excellent insight into your customers’ overall opinion and “feel” for your company.
Do you track NPS? To learn more about NPS, contact Cegura Technologies.
