Net Promoter score or NPS® is an approach to gauging customer loyalty and is increasingly being employed by companies as an alternative to traditional customer satisfaction surveys. Introduced by Reichheld in the 2003 Harvard Business Review article “One Number You Need to Grow“, the wider adoption of Net Promoter Score is mainly attributed to its simplicity.
Net Promoter Score, is based on the fundamental perspective that a company’s customers can be divided into three categories: Promoters, Passives, and Detractors. Asking simple questions — How likely is it that you would recommend us to a friend or colleague? — a company can track these groups and get a clear measure of the company’s performance through their customers’ eyes.
Customers are asked respond on a 0-to-10 point rating scale and categorized as follows:
* Promoters (score 9-10) – loyal enthusiasts who continue to buy and refer to friends and family.
* Passives (score 7-8) – satisfied customers but could be lured by competition with attractive offerings.
* Detractors (score 0-6) – unhappy customers who can discourage other potential prospects as well and create negative publicity.
Leading communication service providers like Vodafone, Deutsche Telekom, T-Mobile, Verizon and others already use the Net Promoter Score to track customer loyalty. Leading software vendors in the telecom world have already geared themselves to support their customers with offerings to support their customers in the journey of increasing customer loyalty.
Amdocs (NYSE: DOX), the leading provider of customer experience systems and services, recently announced the release of Amdocs CES 9, the company’s latest product suite which revolutionizes the customer experience.
In a recent survey conducted by Coleman Parks, 84 percent of consumers said they would be more likely to recommend their service provider if the provider was able to identify and pre-emptively resolve potential issues affecting them; 83 percent said they would be more likely to recommend their provider if they were offered easy-to-use and consistent self-service via their mobile device.
Amdocs Multichannel Self Service, part of the CES 9 suite of products is an intuitive, cross-channel, self-service solution for any device or operating system, delivering a consistent experience from the service provider across all assisted and unassisted touch points, online and mobile channels, as well as across multiple devices. It allows customers to complete 80 percent of common self-service transactions within three gestures. It also integrates care and commerce flows to turn every self-care interaction into a sales opportunity.
Amdocs Proactive Care is based on big data analytics, this solution provides proactive, real-time notifications and recommendations including issue resolution, discounts, new features availability and billing notices which can, based on a benchmark at Amdocs customers, result in a 20 percent reduction of calls to the contact center. The solution also integrates with Smart Agent Desktop and Amdocs Multichannel Self Service to guide agents and end users in real time, and proved to be 95 percent accurate* in predicting the reason for incoming calls by leveraging customer behavior history and usage analysis.
With real-time proactive care and improved self-service capabilities, Amdocs CES 9 helps service providers improve their Net Promoter Score – the one score that any company would always want to go up.