Boosting Customer Loyalty Using NPS Analytics

Leading North American Technology Player Improved CSAT and Saved Costs by Reducing AHT of Service Calls (1)

Our team worked with a diversified public North American communications and media company. The client approached us to study their NPS and highlight improvement opportunities to impact customer experience and loyalty outputs.

In this case study, we take a look at the following:

Understand the key drivers for Detractors.
Determine the significance of customer experience factors driven by Service offerings and Agent Behavior

Download this case study to learn how we helped a communications and media company to experience an NPS improvement of 9.4 points in the Consumer Support Campaign and 12.1 points in the Technical Support campaign, observed after 9 months of project completion.