Net Promoter Score (NPS)

The Net Promoter Score (NPS) measuresr customers loyalty. If a company has ever asked how likely you are to recommend their product or service to others, you have seen an example of a company trying to determine their NPS.

You can use the responses to figure out what percentage of your customers are truly enthusiastic about their brand. High levels of enthusiasm indicate the you have done a good job of anticipating and providing customer needs. Low levels mean you may need to work on your customer experience, including:

  • Average Handle Time: How long does it take customers to find the answers they need? Many customers have a low tolerance for long wait times.
  • First Call Resolution rate: If you can resolve the customer’s issue on the first try, they are more likely to recommend your brand to others.
  • Variety of channels: Customers want to use their preferred channels, such as digital messaging or SMS texting. You don’t want to make everyone use the same channel.
  • Ease of use: Are your communication channels simple to navigate, or do customers get lost due to unclear instructions or excessive options? A more streamlined process may make for happier customers.

OutPLEX can work with you to find the source of your low NPS. We do this by:

  • Monitoring customer interactions to see if there is a particular point at which customers are abandoning the interaction and why they do so
  • Conducting customer surveys and analyzing the responses for specific trends
  • Reviewing online mentions of your brand to determine what people are saying publicly about you, including if there is a pattern to their praise or complaints

We use both human experts and AI solutions like associate assist to gather and interpret this data as efficiently as possible. Once we have identified the issue, we can come up with a targeted solution or set of solutions to address the problem. Possible solutions could include:

  • Additional employee training
  • Installing new communication systems or upgrading old systems
  • Revision of the conversational responses that your AIs use

Call 1.866.531.5773 or visit to find out how OutPLEX can help improve your net promoter score.

Back to Glossary