Using NPS© in Service: 5 Tips to Succeed
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Ever wonder why your NPS metrics differ by survey program or business unit? Still facing internal executive challenges as a result? If you said yes, you’re not alone. It’s not unusual for loyalty metrics like NPS to show different data patterns, particularly when applied to customer service. But that’s not always bad since, by their very design, different survey programs are supposed to measure different things.
NPS is a powerful metric when used appropriately but there are several unexpected pitfalls to avoid. In an era of executive compensation and extreme metrics scrutiny, it’s important to know when to leverage NPS as well as how to use it in a service environment.
Join John Georgesen, Ph.D., Senior Director at Convergys Analytics, to discover:
- Role of customer service in driving NPS
- Comparing enterprise loyalty and transactional loyalty metrics
- Leveraging the contact center to improve NPS
We respect your privacy, by clicking ‘Watch On-Demand’ you agree to having your details passed onto the sponsors who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.
