Boosting Customer Loyalty Using NPS Analytics

A communication and media company, established in North America, wanted to enhance its Net Promoter Score (NPS) by finding out the factors influencing loyalty and customer experience. The company has revenue of $13.2 billion and seeks our help to make advancement through data-driven strategies.

The Challenge

▸ Identifying factors influencing detractors;
▸ Finding out the reason for negative NPS in support services;
▸ Classifying the root causes of dissatisfaction rate;

Ultimately, our client wanted to discover the improvement areas for enhancing their customer services.

Findings:

▸ 55% of issues were due to poor agent behavior, including communication and mishandling;
▸ We identified that our client has limited channel access, recording malfunctions, and black screen issues;
▸ There were unsolved queries, delayed credits, and inappropriate charges;
▸ We suggested providing a clear resolution period, convenient usage, and dependability on standalone improvements.

Our Solutions
▸Data-Driven Insights include analyzing over 8,000 surveys and 250 calls to get an understanding of customer sentiment.
▸Key areas involve issues like invoices, agent behavior, and TV service errors.
▸Regression analysis to highlight factors affecting satisfaction and dissatisfaction rates.

The Results

▸ Over 9.4 NPS points in Consumer Support.
▸ Over 12.1 NPS points in Technical Support

Time Period: 9 Months

We at Bill Gosling Outsourcing provide effective approaches to enhance customer loyalty and experience.

Download this case study to learn more about how we helped a global logistic provider increase efficiency and lower staffing requirements through interactive virtual communications (IVC).