Net Promoter Score | Robert C. Davis and Associates | Customer Contact Center Consulting, Training and Coaching

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...

Improving Net Promoter Score with the Quality Conversation

Posted by Call Center Training Experts

Ever wonder how accurate your customer experience metrics are? How real are the responses when you ask a customer about their experience? What are you even supposed to look for and what does it mean for your business? Eleven years ago, the business strategist Frederick Reichheld introduced the concept that companies should measure the satisfaction of only the most loyal and enthusiastic...

RCDA learned our business (selling a commodity), listened to calls, and built a program within guidelines and limitations. They’re masters at what they do and sit and learn your business. They partner with you, come in and become a part of the fabric. It was a culture shift, and they have instant credibility. RCDA can make a difference on many levels. You get more than what you were asking for and it has a ripple effect: The program, facilitator guide, participant guide, but we got so much more. It wasn’t in the specific deliverables, it was the value add. We’ve seen just spectacular results.

- Carolyn Kiel, VP of Operations, Vertex (a BPO supporting a major utility provider in Georgia)

Realize miraculous NPS and CSAT gains

Improving Net Promoter Score with the Quality Conversation

The Quality Conversation and a better bottom line

The Quality Conversation