Select random dialogues to rate.

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The indicator evaluates customer loyalty based on responses about the likelihood of recommending a product or service to others. Users are divided into promoters (9-10 points), passive users (7-8 points) and detractors (0-6 points). The final NPS is calculated as the difference between the percentages of promoters and detractors.

The indicator is popular due to its simplicity and helps to assess the willingness of customers to recommend the company, which is an important growth point for a business.

Ways to increase NPS:

Improve the quality of your product. Optimize australia email list your product, service, app, website and implement new solutions.
The customer journey doesn’t end with the purchase, continue to interact with them after the sale. Offer customers advice, tips, and provide post-sales support.
Improve the marketing component of the brand: the quality of advertising, packaging, mailings.
SL (service level)

Reflects the percentage of requests processed within a set time period. Improving this indicator reduces waiting times and improves the perception of the company.

Methods to increase SL:

Automate some of the responses using a chatbot. It will help qualify user questions, provide an answer, or translate the dialogue to an operator.
Optimization of operator work schedules for peak load hours.
Qualitative analysis of dialogues

The method is suitable for a detailed understanding of the work of teams, but will require independent definition of goals and metrics.

How to conduct:

Evaluate by criteria: task completion, user satisfaction, speed of solution, use of resources, completeness of solution, provision of recommendations, operator friendliness, overall impression of the dialogue.
What other metrics can be measured?

First response speed;
CSAT (Customer Satisfaction Score after purchase);
CPC (cost of communication);
Number of new support requests;
Number of new users asking a question;
Number of resolved issues and users with resolved issues;
Statistics on operators and dialog tags.
Now many are implementing a customer status assessment scale and are trying not to rely only on numbers. I now believe in the North Star metric . This is the indicator that best reflects the core value of the product for users. It happens that a client likes everything according to the metrics and in words, and then leaves. Now we have divided users into several groups and are getting used to the new assessment system with objective and subjective indicators. You can rely on the numbers, but not trust them too much. A month ago, we started looking at the number of requests to support. So far, I can say that users who write to support end up staying in the service longer, and their conversion to payment is completely different.

Sergey Glukhov
Sergey Glukhov
support team lead at Carrot quest
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Improving the quality of service: 8 tips
Rely on knowledge of user behavior
Collecting user data on the site helps to track where a person is having difficulties and promptly offer them help in a trigger message. This helps to reduce the number of negative requests to support, increasing loyalty and reducing the workload on managers.

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