Improving Customer Satisfaction

I'm not sure how much interaction information you have available to you to report from, but you might also try monitoring/measuring;

Team>First Call/Contact resolution rates vs. Company average
Team>Multiple Call/Contact resolution rates vs. Company average
Team>Customer Churn rate vs. Company average

Hope this helps?

TT

kowalski: NPS is never useful alone, but can be good to measure together with other things and find out what drives promoters.

Lewi: I think a good start is to look at two things in conjunction, and never separately:

* Measuring customer satisfaction
* Improving customer satisfaction

If you do not measure and compare the effects of changes, how do you know there is any improvement?

A good method is to randomly offer post-call surveys and let the agent/adviser see their own results in realtime. The effect is usually immediate, with agents finding their own ways to improve C-Sat!

Lewi
Maybe the 1st step is to determine what satisfies your clients. Once you have established that you can start putting things in place to achieve that. In our environment we have established that 80% of our clients want the same thing and the other 20% we can easily adapt to.
We made slight adjustments to get to the where we want to and we do client feedback surveys ever now and again, both to establish how we are doing or if there is a shift in clients needs.

When we do a survey on our own performance we do it within 4 hours of the client calling us and is done by rating the Agents, thus combining all the agents score to get to the Call Centre Score.

A problem with the NPS is that the call centre can be great but the company really bad, so the despite the fact that you have done a fantastic job you will score low on NPS. I try to isolate us from the rest of the business when doing client surveys and ask a quick 4 questions and the score is directly linked to the Agent’s balanced score card.

Rikus

Niklas,

I did not say "NPS is useful alone", as your response implies. Read again.

However, to say "NPS is never useful alone", is just ignorant. Of course it can be useful on it's own. It won't give you a complete picture but it will give you valuable information that can be utilised.

Is English your first language?

Peace,

kowalski

Going back to OP and less concerned with measuring customer service...
improve customer service by continually listening to (and let them know that you are)and coaching your front line.

All too often I hear conversations between agents and customers that are ineffective, rabble-rousing and more than likely to spark thoughts about deviating to a competitor.

C