Improving your Contact Centre NPS - Measuring Customer Satisfaction

For most UK organisations, the Net Promoter Score (NPS) remains the primary method of measuring customer satisfaction. Share analysts, CEO’s and executive teams are all starting to take notice, understanding the clear relationship between a customer’s likelihood to recommend a brand and their propensity to remain loyal and increase their spend. So, why do so many companies struggle to increase their NPS score and more importantly quantify its value?

Highlights of the White Paper include:

Identifying what actually drives your NPS
Focusing where it matters most
Driving employee engagement to improve your NPS score
Finding NPS drivers outside of Customer service

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