Hey Everyone
A question for everyone if I may. We are a service centre that takes various types of incoming calls and we would like to ask our customers to take a survey after the call using the NPS model.
Has anyone here put this in place and how useful have you found the feedback?
Any help would be appreciated.
Thank You
One organisation that I visited was British Gas Premium Energy.
They do a post-call survey and have a good take up rate. The agent bonus is based oon bothe the NPS score as well as the percentage of people who do the survey.
I did a bit of a write up about them here.
http://www.callcentrehelper.com/hints-and-tips-from-an-award-winning-call-centre-6847.htm
We also published an article on Net Promoter that has a number of points discussed at the end of it.
http://www.callcentrehelper.com/net-promoter-score-and-how-it-can-improve-your-call-centre-4463.htm
We used NPS when I worked at Carphone Warehouse.
We followed up calls with a 50/50 mix of text/voice surveys directly linking the scores back to the agents who took the call.
Results where delivered at agent, team & department level with both agents & managers targetted & commissioned on their scores.
We found NPS to be a great way of paying bonus based directly on customer feedback - my main advice would be to ensure you fully understand the NPS principles and communicate this effectively to staff before introducing the measures.
Whilst NPS was a great success in improving customer satisfaction there was the inevitible lack of understanding from agents resulting in complaints that they had no control over issues relating to policy/procedure and felt they shouldn't be penalised for a low score resulting from a customer who was unhappy with said policy/procedure.
There is an awful lot of info out there:
http://www.netpromoter.com
http://www.theultimatequestion.com
http://www.satmetrix.com/satmetrix/netpromoter.php?page=1
Jonty/Rob thanks for the replies all good stuff.
There are a number of different ways it seems to use the information. Some companies seem to ask the question get the results and then base a stratagy around that. Where as other companies then ask a follow up question A) If you would recommend what features made you want to, or B) If you wouldn't recommend what could be done to improve.
This is another line I was looking at but I am wary of asking too many questions and perhaps getting negative/neutral feedback that then isn't that valuable. Has anyone used the secondary question peice and had success?
For what to put into a satisfaction survey there are suggestions on the following links
1. A discussion of what should go into a survey
http://www.callcentrehelper.com/forum/topic/internal-customer-satisfaction-survey
2. Dave Appleby designed a nice postal survey
http://www.callcentrehelper.com/a-ready-made-customer-satisfaction-survey-template-2640.htm
Not sure if this fully answers your question but may provide a few pointers.
Hi There
I posted a comment on the Net Promoter article which Jonty provides a link to.
I have been involved in delivering a number of automated post call surveys to clients over the last few years and they have almost always included a NPS question. The surveys have also asked other more detailed questions about service and product performance. These responses to these additional question will go some way to explain the NPS scores a person gives.
If you can use questions to find out which aspects of service / product are going well and which are not you are in a position to improve the problem areas. The natural consequence of this should be to improve overall NPS scores.
Hope that helps
Hello
This is a very interesting topic. It seems like my organisation is starting to really focus on the NPS score. Do you have any ideas or suggestion for actual tasks or activities that would help improve the NPS score of a call centre if you were starting from Day 1?
Hi There
To improve the NPS you need to improve the service provided and to do that you need to identify what it is that you do well, but more importantly, what you do badly - only once you have identified those things are you able to improve the poor performing areas.
To find out from 'day one' start surveying you customers and continue to do so on an ongoing basis. Post-call and SMS methods can provide a high volume feedback at relatively low cost from the outset.
Using the scores received on day one (or at least early on) as a benchmark you will be able to see how improving the things you were doing badly starts to effect the NPS, which can also be measured using the same post-call survey.
Hope that's of some use.
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