In today’s highly competitive and mostly online market, every business needs a way to measure customer experience. At elevēo, we use NPS as one of the methods for capturing customer sentiment. In fact, we love NPS and use it to help measure how well we are supporting our customers. Our NPS process is fully automated, baked into our multi-channel support strategy & integrates into an internal version of our contact center performance analytics tool we sell to customers.
NPS is our survey of choice, it’s not complicated and is accurate for measuring customer sentiment.
Our workflow internally measures incoming surveys and looks for detractors actively and alerts management when we receive a survey with a detractor score.
Our management team then responds to the surveyed customer with a personal message including personal contact information for any future needs. If the managers for our support team do not react quickly enough, the detractor survey will escalate to our CEO who will personally send the message.
We take NPS very seriously. While the global median NPS score is a +44, ours has averaged over a +88 for the preceding 365 days and has averaged a+87 since 2017 with nearly 4 thousand surveys collected. We love happy customers.
We say all this to highlight that while our software processes and data collection provide the platform to get there, they will only get you so far. The real impact comes with a culture focused on elevating every interaction for your customers. Your agents should crave positive customer feedback, be competitive about elevating interactions, and take great pride in making customers love your brand.
Learn more about Eleveo NPS at www.eleveo.com
