Realize miraculous NPS and CSAT gains

By Bob Davis, Founder and CEO, Robert C. Davis and Associates

We have all received surveys from companies we do business with asking us to rate our experience. Many times it is a Net Promotor Score (NPS) question like the one below:

“On a scale from 0 to 10, how likely are you to recommend this company to a friend or colleague?”

The contact center is the front line where companies work hard to improve their customers’ satisfaction with their products and services. What would it mean to your company if you could improve by 5, 10, even 20 points?

Well, it can be done, and we have helped our clients achieve customer satisfaction scores well above the industry average. In fact, they might even be called miraculous!

For example, one of our clients was struggling with an NPS score of 41. After improving the call flow and training agents how to have a Quality Conversation (, and after putting robust coaching and development tactics in place for supervisors, this client’s NPS score climbed to 80+ consistently within three months, 10 points above the industry average.

Want to realize miraculous gains in your NPS and CSAT results? Let’s set up a call and discuss how Robert C. Davis and Associates ( and our exclusive Quality Conversation methodology can make it happen.

Would you have some time over the next few days for a brief introductory call?