if nps is a key business metric, then everyone – from marketing to sales to customer support – needs to understand what it is and why it matters.
Certain departments may choose to include nps as a key metric. Your company may even incentivize teams based on nps, in addition to more traditional metrics like revenue. Sharing comments from nps surveys helps teams who don’t interact directly with customers better understand the customer experience.
Service agents can certainly be helpful in improving nps. They afghanistan phone number list can flag problems, and are often the team responsible for following up with customers after nps results roll in. It’s a good idea to offer customer service training for this type of interaction, so agents have the needed skills.
Support teams also help their company improve overall nps by doing what they do best: creating top-notch experiences. After all, 80% of customersopens in a new window will forgive a company for a mistake after receiving excellent customer service. And 94% say a positive experience makes them more likelyopens in a new window to purchase again.