About the Net Promoter Score®
The Net Promoter Score® (or widely known as NPS) is an internationally recognized system that measures customer experience and is used to predict customer growth. A survey is circulated among customer respondents who rate the offerings of a company on a scale of 1 to 10.
Respondents who have given a score of 9 and 10 are called Promoters and the ones who have given a score between 1 to 6 are called Detractors. The NPS is determined as the difference between the percentage of promoters and the percentage of detractors.
The client’s customer care hotlines receive several calls on a daily basis pertaining to queries and concerns about the client’s offerings. After each call, the NPS survey is triggered and the customers are encouraged to offer feedback on the satisfaction level of their call experience on a scale from 1 to 10.
For more than a year, the client registered NPS scores (both overall and transactional) that trended in the negative region, with more unhappy customers (detractors) than happy ones (promoters).
Wipro was onboarded on March 2020 to handle calls from customers regarding order status, complaints or queries about their products and services, and schedule technician visits if necessary.
Wipro conducted a root-cause analysis of the client’s value chain and determined the following reasons for the negative NPS values:
Specific actions included the following:
Figure 1 shows how the client’s NPS scores majorly trended negative for over a year. The score boosted up to 20% once Wipro was onboarded on March 2020.
Figure 1: Client’s NPS scores prior to engagement with Wipro
After Wipro’s intervention, the NPS scores continued to trend positively in the double digits, while reaching a peak at 84% on July 2021.
Figure 2: Client’s NPS scores post intervention by Wipro
Overall, we positively impacted the client in the following ways: