THE NPS ISN´T MAGIC!!! The NPS is a powerful tool for CX but implementing it does not guarantee its success. There are two moments:
The NPS is a powerful tool for CX but implementing it does not guarantee its success. There are two key moments to optimize its implementation:
-BEFORE: It is essential to explain to and always involve every company level and area in how it is measured and what it represents. What promoters, detractors, the importance of the customer´s message are.
This ALIGNMENT requires time, meetings, resources for material that is not always easy to get.
-AFTER measuring, it is crucial to communicate the results in a clear and operative way. Once more there has to be time for reflection and team meetings. It is important to understand that recipients and the people responsible for results are not the contact center. In some bad practices we see that customer service staff receive the data as part of their evaluation or some kind of system of reward and punishment when actually EVERY AREA, process, and staff of the company build the customer experience shared in the NPS.
The NPS IS USEFUL WHEN IT GOES BEYOND THE SCREEN and DASHBOARDS. It is essential that staff understand it as an OWN and ALLIED tool used to improve everybody´s work.