NPS Archives - | Noojee Contact Solutions

Apr 4

How to use the NPS calculation in your call centre

According to a Nielsen poll, 80% of people seek referrals before making a purchase, so word of mouth (online reviews or person to person conversations) are the bread and butter of a successful business. While there are a number of ways to collate customer feedback, the Net Promotor Score – or NPS calculation – is

Jun 4
Call routing

Improving your call centre Net Promoter Score

The latest acronym to do the rounds of the Contact Centre industry is NPS or Net Promoter Score. In English, it’s simply a measure of how likely one of your customers is to recommend your business to a friend or colleague. Whilst I’m not entirely convinced that its the holy grail of contact centre metrics,