Member Since: 3rd Oct 2018
Julien has more than 10 years’ international experience in Marketing and Customer Care positions across multiple industries including toys, medical, hospitality, F&B, logistics, electronics, etc. As Senior Director Of Marketing of RingCentral Engage Digital, Julien strives for improving customer care worldwide and closing the gap between what companies have to offer and what customers expect. Author and blogger, Julien regularly writes about customer experience and marketing topics.
Senior Director Of Marketing RingCentral Engage Digital
19th Sep 2019
I have two elements of response.
The first one is that I find it dangerous or inaccurate for Google and Kantar to use NPS as a global metrics to compare performance across countries. NPS is strongly influenced by the local culture. For instance, in France, where people are famous for complaining, the NPS is by nature a metric that remains lower than the world average, regardless of the quality of service. On the other extreme, you find Japan that usually rates very high in NPS, because culturally it is wrong to point out bad services. Culturally, the meaning of a "good NPS score" is different and can hardly be standardized.
The second element concerns this part: "only a third of UK respondents said they were impressed with the online service/chat function, with just 35% rating them as excellent of very good". This isn't too surprising. Live-chat is a synchronous channel, and similarly to the phone, it requires the customer's attention and generates frustration when the answer isn't quick enough. The good news is that digital allows a whole new set of asynchronous channels (social, for example), some of which are a perfect replacement / complement to a live-chat. I am obviously thinking about messaging, which makes it easier for both the customer and the agent to manage the conversation, making the brand virtually available 24/7.