Improving NPS for a Better Customer Experience
Ann Michaels and Associates
MARCH 30, 2019
Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. “How likely is it that you would recommend our company to a friend or colleague? Could you please rate your recommendation on a scale of 0-10?” These are two questions that can induce anxiety into any business. But the questions are real and have been so since 2003 when Frederick Reicheld of Bain & Company wrote about what he coined the Net Promoter Score (NPS) in an art
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