Net Promoter Score (NPS) and Customer Experience (CX)
As per Pitney Bowes hierarchical system of CX, Factors considered / influence the customer experience / rating 1.Understood the issues 2.First time right response / Errors 3.Ease of use / Accessibility / Availability 4.Speed of response provided / Wait time 5.Flexibility Higher the NPS score, higher the loyalty ! i.e. Customers 1.Stay longer 2.Refer others / friends 3.Provide positive feedback and ideas 4.Repeat business on other service lines 5.Reach out to us via email / support call Inspired by the Forrester CX Index i.e. On a scale of 1 (Very poor) - 5 (Excellent) 1,2 = Detractors 3 = Neutral 4,5 = Promoters NPS = % of Promoters - % of Detractors. and consider absolute number not %. Rating bucket as per Forrester CX index, if NPS score is < 55 - Very Poor 55 - 64 - Poor 65 - 74 - Okay 75 - 84 - Good 85+ - Excellent
