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