Customer Service – FAIL! Or is it?
Net Promoter Score (NPS) is a survey-come-snapshot of where companies are tracking on service in relation to their competitors. Personally I think it is a farce as it is meant to scale service from the individual however more often than not, the customer will score on the company, or previous history. Either way it is the only measurement available and it just has to be accepted.
Following is an example of some of the scores and comments that have come from customers who have received TXT from VFNZ soon after setting up or renewing contracts either online or in store. Take note of the highlighted example – great score (9 and 10 are promoters), but fantastic comment! I can say I know it wasn’t me, although I am sure most of you out there would immediately have assumed so! Thanks.