GoResponse Telephone Answering Service Staff

Advantages and disadvantages of NetPromoter Score

One of the most commonly used call centre metrics is NetPromoter Score (NPS). Metrics are an essential way to evaluate how well telephone answering services are doing and which areas could be improved. However, it is important to fully understand these metrics if the right analysis is to be undertaken.

With customer satisfaction being a high priority for most call centres, it is important to use a number of metrics to gauge how well a company is doing. NPS is a metric that is based on the likelihood consumers will recommend services or products to their family and friends. There are both positives and negatives associated with this system. One advantage is that satisfaction scores can easily be gathered with a simple question: “Would you recommend this service?” The data from this method can be easily shared on social media, giving promoters a great way to provide a visible and clear message.

However, at the same time, this simple question can cause problems for people because they may answer no because they do not believe the service is relevant to people they know rather than because they were not happy with the service. There is also no proven link between NPS and revenue change, making it hard for executives to follow sales increases based solely on this metric. In addition, instead of gaining information on a single call centre, the question actually gathers branding perception on a company as a whole, meaning that the information might not necessarily pertain directly to a call centre’s operations.

NPS remains an important metric for companies to use. However, it is important to understand both the pros and cons so that executives can make informed decisions about the data they are using.

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