The language of NPS
It's crucial that organisations monitor and measure customer sentiment and satisfaction. But the reality is that Net Promoter Score (NPS) and customer satisfaction (CSAT) collection methods are flawed, and response rates can also be low.
What if contact centres could obtain CSAT data and understand feelings and behaviors from 100% of customers without the need for a survey?
The following report examines how voice technology is improving and advancing customer experience metrics such as NPS and CSAT so that organisations can improve insight and drive customer experience improvements.
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