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How do I improve and maintain my NPS score?

NPS has been adopted by many companies to measure their CSAT and loyalty, and is widely being accepted as a standard measure of CSAT. However the real challenge lies not in instituting the score but constantly improving the score. To understand how to improve NPS, it is important to understand what leads to the score given by the end customer. There are several factors that influence NPS, including survey data or customer information or the interaction with the agent. And that’s why we invented NES or Net Experience Score, a proprietary measure of customer sentiment “in the moment”, that helps in the better understanding of what leads to a NPS and provides actionable recommendations. NES is one of the many components of SatNext™ - a cloud based SaaS that predicts and improves CSAT. SatNext™ extracts data from several sources, analyses and predicts through its multi-channel interaction analyser and NES. 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.

There are several examples of how SatNext™ has helped companies improve NPS. A leading utility company had a goal of improving its NPS from negative to neutral. SatNext™ analysed data from 4 different sources including email, surveys, CRM data, and agent data and enabled this improvement in 90 days.