NPS after customer contact

The NPS (Net Promoter Score) after customer contact is a recommendation score that indicates how satisfied customers are with the service following their customer query that you answered.

When you close a customer query, the 'NPS after customer contact survey' can be sent to the customer 24 hours later. In this survey, customers answer a recommendation question, among other things, by giving a score on a scale of 0 to 10. The higher the score, the more satisfied and loyal customers are. The NPS is then calculated by subtracting the percentage of 'detractors' (customers who give a 0 to 6) from the percentage of 'promoters' (customers who give a 9 or 10). This results in an NPS score between -100 and +100. For a good performance on the service standard 'NPS after customer contact', we maintain an NPS after customer contact of 25 as the lower limit.

The NPS after customer contact score that customers give you is fixed and cannot be changed afterwards.

When you close a customer query, an NPS questionnaire is sent out 24 hours later. If the customer completes this questionnaire, you will see this measurement in your NPS after customer contact insights. If bol customer service closes a customer query for you, any NPS measurement will not be reflected in your score.

You will receive fewer NPS after customer contact measurements than the number of customer queries you handle. Not every customer who receives the questionnaire completes it. We also ensure that a customer does not receive different questionnaires too quickly in succession. As a result, you may receive few or even no NPS after customer contact measurements in some months.

Your NPS after customer contact provides an increasingly better picture of customer satisfaction and loyalty of your customers as the number of measurements increases. A guideline for the number of NPS measurements we use is 25 or more NPS after customer contact measurements.

You can find your own NPS after customer contact in your seller account. Click on 'Customer queries' at the top and then on the 'NPS after customer contact' tab. Here you will find your monthly score, the history of these scores over the past 24 months, and the distribution of the scores into promoters, passives, and detractors. For the latter, click on the bar chart icon. Furthermore, under 'View your score in detail', you will find topics you can work on to increase your NPS after customer contact.

Under 'Score per customer query' are the NPS measurements from the last 28 days. Here you will see the recommendation score (0 to 10) and the open feedback from the customer. You can also click through to the customer contact you had. Using the filter, you can view only measurements from promoters, passives, or detractors and see which customer queries are going well and where there is potential to improve.

This service standard does not count towards the strike system or the quality score. However, it teaches you a lot about how customers rate your customer service. You can learn from this. Visit this page for all information about NPS after customer contact.

Follow this learning path and learn how to improve your NPS after customer contact!