09/27/2022 | News release | Distributed by Public on 09/27/2022 12:08
In 2003, Fred Reichheld invented the Net Promoter Score (NPS) to measure how well companies create customer loyalty. Twenty years later, NPS is nearly ubiquitous-used by organizations around the world to understand and improve customer relationships. Revolutionary yet simple, NPS boils down to this: Do your customers love your service enough to recommend it to others?
In a recent session with broadband service provider (BSP) leaders, Fred shared his concern that NPS has become just another key performance indicator (KPI) that companies track. It comes up during business or individual performance reviews, but nothing is actionable. To make NPS truly meaningful, we need to go beyond the number, asking what the score and underlying data tell us.
NPS: The Catalyst for Stronger Subscriber Relationships
Service providers have vast data that continues to grow as they expand their managed services portfolios, add new subscribers, and move into new markets. But it can be challenging to transform this data into actionable insights that drive results. That's why the Calix Services team is developing a new service-Customer Analytics as a Service-that will help BSPs strategically leverage their data to grow their business.
Our first engagements in this service focus on NPS business analysis. Many Calix customers are already tracking NPS, with scores that far exceed industry averages-ALLO Communications, CentraCom, Cumberland Connect, GVTC, HTC, Jade Communications, and OTTC, to name just a few. Our goal is to help every Calix customer achieve a world-class NPS and create enduring subscriber loyalty that will fuel business growth.
Use Trends and Insight To Impact Subscriber Satisfaction
By combining NPS results with data from Calix Support Cloud and Calix Marketing Cloud, we can identify detailed trends and insights that impact subscriber satisfaction. We can then provide action plans with concrete steps you can take to improve your subscriber relationships. Here are three insights that can guide you to NPS success:
It's important to remember that NPS should be more than just a score or a KPI. It must be viewed as a long-term program and embraced across your organization. It can be the catalyst to help you better understand your subscribers' wants and needs and ultimately lead to stronger relationships with subscribers. If you want to explore this service around NPS, please reach out to your Customer Success Manager to find out more.
How do you know if you're hitting the mark with your customer support? Watch our recent webinar, How to Know If Your Subscribers Love You.