Improving NPS

Case Studies

Energy Client - Improving NPS

The Challenge

NPS was negative as a result of poor customer journey, with customers having to call in multiple times in order to resolve their query.

The Solution

Worked with Key Account Manager to reduce transfers to Customer Service through up-skilling advisors
Fed back observations on upstream issues (those that were driving unwanted calls) triggering process reviews
Called back all serious detractors (i.e. 0 – 3 NPS scores) within an hour
Shared regular statistics with advisors and shouted out the Terrific 10’s.

The Result

Improved customer journey and increased NPS from -17 to +21.