Congratulations! You have just been assigned the role of Vice President of Customer Experience and one of your big tasks is to implement Net Promoter Scoring in the Contact Center.
You could think this is fairly straightforward. You sample a number of your customers after each interaction and ask them the golden question: ‘On a scale from 1 to 10, would you recommend our company to someone else?’
Simple right? Wrong!
Here are six tips in setting-up your NPS implementation to drive real results:
- To make Net Promoter Score meaningful it’s all about turning your detractors (the scores below 7) in to promoters. The key is to contact every detractor and understand what the cause is for the low score. And offer a solution.
- To make this scale you have to delegate this task to the people who are closest to the customer conversation. In a contact center this probably is at the supervisor level.
- Map each detractor score to a specific ‘episode’ of the customer lifecycle. This could be ‘activation’, ‘billing’, ‘contract extension’, ‘check in to flight on the website’, ‘change of address’ etc etc. This way you understand where the bottlenecks are and how you could prioritize in what episode you will provide a structural solution. Also determine what solution is easy or hard to implement.
Showing results in your 1st 90 days is important, you don’t have time boil the ocean.
- Do not ‘bribe’ your customers to get higher scores. Many times I see strategies being deployed like ‘Give us a high score and you will get 2% discount’. High scores are the result of a good Customer Experience and fixing the relationship when something went wrong.You can’t buy Customer Loyalty.
- Measure beyond your respondents only. When NPS is at a satisfactory level, people tend to say ‘okay, we are good’. The reality is often that customers who do not wish to participate are detractors. If you have a lot of drop outs, that’s an indication by itself. Understand if there is a pattern. If customers decline and70% of them are contacting you about the same topic, chances are this topic creates detractors.
Just because you don’t measure detractors doesn’t mean they aren’t there.
- Correlate NPS Scores to operational metrics. Chances are you measure a whole load of other metrics in your contact center. Some of these metrics are needed to calculate the required workforce to meet your service levels, but you should challenge the organization. Do these metrics really have an impact on NPS?
Some customers are happy to wait twice as long as defined in your Service Level calculation and still provide a high NPS score, as long as they get their question answered the 1st time without being transferred for example.
When these 6 tips are taken to heart, you are turning NPS measurement into action and will make it part of a culture of change, accountability and customer centricity.
I’d love to hear about specific examples of how you implemented NPS in the Contact Center (and beyond). Please share using the ‘comment options’ at the bottom of this post.To learn more about Customer Experience and how Genesys can help checkout our online Customer Experience Brochure.
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