Help me understand

How do I improve and maintain my NPS score?

NPS has been adopted by many companies to measure CSAT and loyalty, and is widely being accepted as a standard measure. However the real challenge lies not in instituting the score but constantly improving it. Several factors influence NPS, including survey data, customer information and the interaction with the agent. And that's why we invented the NES or Net Experience Score, a proprietary measure of customer sentiment "in the moment", that helps in better understanding of what leads to a NPS and provides actionable recommendations. NES is one of the many components of our Px Solutions suite which helps companies predict and improve CSAT. Our solutions facilitate data extraction from several sources, and deliver a set of dashboards with actionable recommendations for agents and for the rest of the business, including insights and action items on process, product, price and promotion.

NES is one of the many components of our cloud-based Predictive Experience (Px) Solutions that can predict and improve CSAT. The Px Platform extracts, mines and analyses structured and unstructured data from myriad sources to predict customer sentiment. The result is a set of dashboards with actionable recommendations for agents and for the rest of the business, including insights and action items on process, product, price and promotion.

A leading utility company had a goal of improving its NPS from negative to neutral. Analysing data from 4 different sources including email, surveys, CRM data and agent data, Px Solutions enabled this improvement in 90 days.

A leading UK based financial services company has 4 vendor sites and 1 captive operation and 24/7 Customer has been the number 1 centre for them for 10 quarters in a row.